ABSTRACT
Introduction
Call center operators are voice professionals with great vocal demand and, consequently, are exposed to voice disorders.
Purpose
Characterize vocal and laryngeal aspects among operators of a call center that follows the regulatory standards in ergonomics by measuring voice self-perception, otorhinolaryngological evaluation, and voice perceptual-auditory analysis.
Methods
The study assessed 30 call center operators between 18 and 41 years old. All subjects were assessed using the Escala de Sintomas Vocais (ESV) – the Brazilian version of the Voice Symptom Scale (VoiSS) –, otorhinolaryngological evaluation using fiberoptic video rhinolaryngoscopy, and voice perceptual-auditory assessment using the GRBASI scale that evaluates degree of voice alteration (G), voice roughness (R), breathiness (B), asthenia (A), strain (S), and instability (I).
Results
The ESV showed a correlation between the overall domain and the other subdomains and between the subdomains limitation and physical. The otorhinolaryngological evaluation revealed that 12 operators had some alteration such as secretion accumulation during phonation and glottic chinks. The voice perceptual-auditory analysis found individuals with normal voice and with slight to moderate degree of alteration, besides a correlation between the item instability in the GRBASI scale and the overall degree, roughness, breathiness, and asthenia.
Conclusion
Proper work environments that provide care with voice may improve labor quality of call center professionals, thus mitigating the risks of developing voice disorders. Nonetheless, physical, social, environmental, organizational, and psychological factors may cause voice symptoms among those voice professionals.
Voice; Voice disorders; Voice quality; Larynx; Occupational diseases