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Working voices [online] : an epidemiological study of occupational voice demands and their impact on the call centre industry

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Internet only - free access
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Length:
71 p.
Publisher:
Wigston, Leicestershire : IOSH
Year:
2011
Type:
Electronic resource
Subject:
Abstract:
Call centre workers use their voice for prolonged periods, thus increasing their risk of occupational voice disorders. 

The objectives of this study were to:
• investigate the work context and vocal communication demands for call agents
• evaluate call agents’ vocal health, awareness and performance
• identify key risks and training needs for employees and employers in call centres

This was an occupational epidemiological study consisting of qualitative and quantitative approaches. It had three stages: interviews with senior call centre managers; a large-scale epidemiological online survey; and acoustic measurements in the actual work environment.
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