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The effectiveness of a voice training program for telemarketers
Andréa Gomes de Oliveira1, Nelson Gouveia, Mara Behlau
1Universidade Veiga de Almeida, Rio de Janeiro, Brazil. agoaoliveira@gmail.com
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.
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