versión impresa ISSN 1516-1846
MOREIRA, Taís de Campos et al. Vocal intervention for telemarketing service consultants: vocal well-being. Rev. CEFAC [online]. 2010, vol.12, n.6, pp. 936-944. Epub 08-Oct-2010. ISSN 1516-1846. http://dx.doi.org/10.1590/S1516-18462010005000109.
PURPOSE: to determine effects of a program of vocal well-being for consultants of a call center for health. METHODS: the study involved 27 consultants of the Call Center VivaVoz who were assessed before and after voice training by analysis of perceptual voice quality, articulation, speech rate, resonance, intensity and frequency through the utterance of sustained vowels and connected speech with counting from 1 to 20 and the issue of the week. Voice recording was done in the digital system and the Japanese scale GRBAS-I as an analytical tool. The study also included self-assessment survey of vocal and vocal symptoms. Activities voice were divided into five workshops on vocal health, techniques for heating and cooling, articulation and breathing. Descriptive and bivariate analysis were performed using t test for paired samples and McNemar test. RESULTS: pre-intervention results are that 50% of women and 33% of male consultants showed changes related to breathing, 50% of consultants with changes in vocal quality and 33% of men difficulties with the joint. After the workshops, the results showed improved voice quality, standard vocalization and fluency of speech and voice satisfaction reports from consultants. CONCLUSION: there was a positive change in quality of care to the population, in addition to increasing the knowledge on telemarketing staff for the correct use of voice and maintaining the well-being vocal.
Palabras llave : Voice; Consultants; Voice Training.