Summary
Objective: To analyze the national and international literature on vocal health, working
conditions and occupational health of telemarketers. Methods: A literature review
was conducted using the LILACS, PubMed and SciELO databases. The term “telemarketing”
was used for all searches, along with the following descriptors: voice, vocal disorders,
work condition and occupational health. Articles published in English, Portuguese
or Spanish from 2009- 2019 were included. The variables selected for organizing the
data were authors, region, first author's education, affiliation, journal, objective,
sample, design, and result. Results: A total of 540 publications were identified in
the databases, and after applying the eligibility criteria, 14 articles were included
in the final analysis. Discussion: Of the articles selected for final analysis, there
was a concentration of studies in 2014, with a new peak of resumption of research
in 2019. Regarding Brazilian studies, there was a concentration of studies from the
Southeast region, mostly developed by speech therapists. Conclusion: In the analyzed
articles, it was possible to verify the interference of telemarketers’ working conditions
in their vocal and occupational health.
Key Words
To read this article in full you will need to make a payment
Purchase one-time access:
Academic & Personal: 24 hour online accessCorporate R&D Professionals: 24 hour online accessOne-time access price info
- For academic or personal research use, select 'Academic and Personal'
- For corporate R&D use, select 'Corporate R&D Professionals'
Subscribe:
Subscribe to Journal of VoiceAlready a print subscriber? Claim online access
Already an online subscriber? Sign in
Register: Create an account
Institutional Access: Sign in to ScienceDirect
REFERENCES
- Voz profissional: o operador de telemarketing.Pontifícia Universidade Católica de São Paulo, São Paulo1995
- Avaliação dos parâmetros perceptivo-auditivos e acústicos da voz de teleoperadores.2010
- Biofeedback on voice use in call center agents in order to prevent occupational voice disorders.J Voice. 2012; 26: 51-62
- Grau de quantidade de fala e intensidade vocal de teleoperadores em ambiente laboral e extralaboral.Rev Soc Bras Fonoaudiol. 2012; 17: 385-390
- Condições de produção vocal de teleoperadores: correlação entre questões de saúde, hábitos e sintomas vocais.Rev Soc Bras Fonoaudiol. 2008; 13: 307-315
- Comportamento vocal de teleoperadores pré e pós-jornada de trabalho.J Soc Bras Fonoaudiol. 2011; 23: 170-176
- Avaliação da exposição de operadores de teleatendimento a ruído.Rev Bras Saúde Ocup. 2006; 31: 161-172
- Prevalence and risk factors for voice problems among telemarketers.Arch Otolaryngol Head Neck Surg. 2002; 128: 571-577
- Fatores de estresse relacionado ao trabalho: as vozes dos atendentes de telemarketing.Cadernos de Psicologia Social do Trabalho. 2014; 17: 290-304
- A organização do trabalho em call centers: implicações na saúde mental dos operadores.Revista Psicologia Organizações e Trabalho. 2014; 14: 169-179
- Satisfação com o emprego em call centers: novas evidências sobre o emprego trampolim.Revista Psicologia: Organizações e Trabalho. 2009; 9: 60-71
- Características de trabalho e de hábitos e queixas vocais de operadores de telemarketing.2010: 215
- Intervenção fonoaudiológica para consultores em um serviço de teleatendimento: bem-estar vocal.Rev CEFAC. 2010; 12: 936-944
- Biofeedback on voice use in call center agents in order to prevent occupational voice disorders.J Voice. 2012 Jan; 26 (Epub 2011 Mar 23. PMID: 21429709): 51-62https://doi.org/10.1016/j.jvoice.2010.10.001
- Grau de quantidade de fala e intensidade vocal de teleoperadores em ambiente laboral e extralaboral.Rev Soc Bras Fonoaudiol. 2012; 17: 385-390
- Vocal symptoms, voice activity, and participation profile and professional performance of call center operators.J Voice. 2012 Mar;; 26 (PMID: 21704491): 194-200https://doi.org/10.1016/j.jvoice.2011.02.006
- Avaliação da vulnerabilidade ao estresse no trabalho de operadores de Telemarketing.Revista Psicologia Organizações e Trabalho. 2014; 14: 336-346
- A organização do trabalho em call centers: implicações na saúde mental dos operadores.Revista Psicologia Organizações e Trabalho. 2014; 14: 169-179
- Voice changes in real speaking situations during a day, with and without vocal loading: assessing call center operators.J Voice. 2016; 30 (247.e1-11Epub 2015 Aug 28. PMID: 26320758)https://doi.org/10.1016/j.jvoice.2015.04.002
- Relação entre as condições de trabalho e de voz autorreferidas por teleoperadores de uma central de emergência.CoDAS. 2016; 28: 583-594
- Inadequate vocal hygiene habits associated with the presence of self-reported voice symptoms in telemarketers.Logoped Phoniatr Vocol. 2019; 44: 105-114
- Relation between musculoskeletal pain and voice self-assessment in tele-operators.J Voice. 2019; 33 (948–11)
- Clinical Examination of Voice.Springer Verlag, New York1981: 81-84
Article info
Publication history
Published online: March 07, 2021
Accepted:
February 2,
2021
Footnotes
Declarations of interest: none
Identification
Copyright
© 2021 Published by Elsevier Inc. on behalf of The Voice Foundation.
