电话销售员语音训练计划的效果。
The effectiveness of a voice training program for telemarketers.
机构信息
Universidade Veiga de Almeida, Rio de Janeiro, Brazil.
出版信息
J Voice. 2012 Nov;26(6):815.e1-8. doi: 10.1016/j.jvoice.2012.04.005. Epub 2012 Aug 24.
PURPOSE
To use a randomized design to evaluate the effectiveness of voice training programs for telemarketers via multidimensional analysis.
METHODS
Forty-eight telemarketers were randomly assigned to two groups: voice training group (n=14) who underwent training over an 8-week period and a nontraining control group (n=34). Before and after training, recordings of the sustained vowel /ɛ/ and connected were collected for acoustic and perceptual analyses.
RESULTS
Based on pre- and posttraining comparisons, the voice training group presented with a significant reduction in percent jitter (P=0.044). No other significant differences were observed, and inter-rater reliability varied from poor to fair.
CONCLUSIONS
These findings suggest that voice training improved a single acoustic dimension, but do not change perceptual dimension of telemarketers' voices.
目的
通过多维分析，采用随机设计评估电话销售员语音培训计划的效果。
方法
将 48 名电话销售员随机分为两组：语音培训组（n=14），接受为期 8 周的培训；非培训对照组（n=34）。培训前后，采集持续元音 /ɛ/和连读的录音，进行声学和感知分析。
结果
基于培训前后的比较，语音培训组的音域微扰百分比显著降低（P=0.044）。未观察到其他显著差异，且评分者间信度从差到中等不等。
结论
这些发现表明，语音培训改善了单个声学维度，但并未改变电话销售员声音的感知维度。
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