Center for Voice Studies, Rua Machado Bittencourt, 361-10 andar, São Paulo, SP, Brazil.
J Voice. 2012 Mar;26(2):194-200. doi: 10.1016/j.jvoice.2011.02.006.
To analyze the phonatory and laryngopharyngeal symptoms reported by call center operators; and quantify the impact of these symptoms on quality of life, and the association between these issues and professional performance, number of monthly calls, and number of missed workdays.
Call center operators (n=157) from a billing call center completed the Vocal Signs and Symptoms Questionnaire and the Brazilian version of the Voice Activity and Participation Profile (VAPP). The company provided data regarding professional performance, average number of monthly calls, and number of missed workdays for each employee.
The mean number of current symptoms (6.8) was greater in the operators than data for the general population (1.7). On average, 4.2 symptoms were attributed to occupational factors. The average number of symptoms did not correlate with professional performance (P=0.571). However, fewer symptoms correlated with decreased missed workdays and higher mean monthly call figures. The VAPP scores were relatively low, suggesting little impact of voice difficulties on call center operator's quality of life. However, subjects with elevated VAPP scores also had poorer professional performance.
The presence of vocal symptoms does not necessarily relate to decreased professional performance. However, an association between higher vocal activity limitation and participation scores and poorer professional performance was observed.
分析呼叫中心运营商报告的发声和咽喉症状；并量化这些症状对生活质量的影响，以及这些问题与专业表现、每月通话次数和旷工天数之间的关联。
计费呼叫中心的呼叫中心运营商（n=157）完成了嗓音症状问卷和巴西版嗓音活动和参与状况量表（VAPP）。公司为每位员工提供了专业表现、平均每月通话次数和旷工天数的数据。
与一般人群（1.7）相比，当前症状的平均数量（6.8）在运营商中更高。平均而言，有 4.2 种症状归因于职业因素。症状的平均数量与专业表现无相关性（P=0.571）。然而，症状较少与旷工天数减少和每月平均通话次数增加相关。VAPP 评分相对较低，表明嗓音困难对呼叫中心运营商生活质量的影响较小。然而，VAPP 评分较高的受试者也表现出较差的专业表现。
存在嗓音症状并不一定与职业表现下降有关。然而，观察到较高的嗓音活动受限和参与评分与较差的职业表现之间存在关联。
