在呼叫中心员工中检查语音感知和语音疲劳
Emel Arslan Sarımehmetoğlu1, Elife Barmak2
1Department of Speech and Language Therapy, Ankara Medipol University, Ankara, Turkey.
Journal of voice : official journal of the Voice Foundation
|February 4, 2024
概括
呼叫中心员工由于高职业语音需求而经历了显著的语音疲劳和语音感知问题. 这些发现凸显了需要解决联系中心工作人员的语音压力,以防止潜在的语音障碍.
科学领域:
- 职业健康 职业健康 职业健康
- 语音语言病理学 语音语言病理学
- 通信科学 通信科学
背景情况:
- 呼叫中心员工是专业的语音用户,具有高职业语音需求.
- 这种声音负担对声音疲劳和感知的影响尚未完全理解.
研究的目的:
- 调查呼叫中心员工职业语音负担和语音疲劳之间的关系.
- 评估语音疲劳对这些工人的语音知觉的影响.
主要方法:
- 一项比较研究包括114名呼叫中心员工 (研究组) 和57名非专业语音用户 (对照组).
- 参与者完成了语音疲劳指数 (VFI) 和语音障碍指数-10 (VHI-10).
- 分析了评估疲劳,不适和休息症状改善的VFI子因素.
主要成果:
- 与对照组相比,呼叫中心员工报告的VFI和VHI-10得分明显更高.
- 研究组中的女性表现出比男性更高的VFI得分.
- 根据每日工作时间 (≤8小时与>8小时) 发现VFI或VHI-10得分没有显著差异.
结论:
- 呼叫中心员工经历了显著的语音疲劳,影响了他们的语音感知.
- 高声量使联络中心工作人员面临更高的语音障碍风险.
- 语音疲劳评估和干预对呼叫中心员工至关重要.
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