Venet Thomas, Bey Ayoub, Campo Pierre, Ducourneau Joël, Mifsud Quentin, Hoffmann Charles, Thomas Aurélie, Mouzé-Amady Marc, Parietti-Winkler Cécile
National Research and Safety Institute for the Prevention of Occupational Accidents and Diseases (INRS), Vandoeuvre, France (Ototoxicity and Neurotoxicity Laboratory).
Central Hospital, Nancy, France.
Int J Occup Med Environ Health. 2018 Jan 1;31(2):217-226. doi: 10.13075/ijomeh.1896.01131. Epub 2017 Oct 25.
To determine whether call center dispatchers wearing headsets are subject to auditory fatigue at the end of a work shift.
Data was gathered at times when call centers were busiest. All call operators wore a headset for up to 12 h. Acoustic environment and noise exposure under the headset were continuously recorded during the entire work shift. Variations in auditory parameters were assessed using pure-tone air-conduction audiometry and an objective test based on distortion product otoacoustic emissions - contralateral suppression of distortion product otoacoustic emission (DPOAE) amplitudes (EchoScan test). Thirty-nine operators and 16 controls, all volunteers, were selected from 3 call centers (sales, assistance, and emergency) where all cognitive tasks were accomplished by phone and on computers.
No acoustic shock was detected during the investigation. The highest normalized noise exposure (daily noise exposure level - L) measured was 75.5 dBA. No significant variation in auditory performances was detected with either pure-tone air-conduction audiometry or the EchoScan test. Nevertheless, dispatchers expressed a feeling of tiredness.
For an equivalent diffuse field noise exposure, the use of a headset does not seem to worsen auditory fatigue for call center operators. The dispatcher's fatigue was probably due to the duration of the work shift or to the tasks they performed rather than to the noise exposure under a headset. Int J Occup Med Environ Health 2018;31(2):217-226.
确定佩戴耳机的呼叫中心调度员在轮班结束时是否会出现听觉疲劳。
在呼叫中心最繁忙的时候收集数据。所有话务员佩戴耳机长达12小时。在整个轮班期间持续记录耳机下的声学环境和噪声暴露情况。使用纯音气导听力测定法以及基于畸变产物耳声发射的客观测试——畸变产物耳声发射（DPOAE）幅度的对侧抑制（回声扫描测试）来评估听觉参数的变化。从3个呼叫中心（销售、客服和应急）中挑选了39名话务员和16名对照人员，他们均为志愿者，在这些呼叫中心，所有认知任务均通过电话和计算机完成。
调查期间未检测到声震。测得的最高标准化噪声暴露（每日噪声暴露水平-L）为75.5 dBA。纯音气导听力测定法或回声扫描测试均未检测到听觉表现有显著变化。然而，调度员表示有疲劳感。
对于同等的扩散场噪声暴露，使用耳机似乎不会加重呼叫中心话务员的听觉疲劳。调度员的疲劳可能是由于轮班时长或他们执行的任务，而非耳机下的噪声暴露。《国际职业医学与环境卫生杂志》2018年；31(2):217 - 226。
