呼叫中心操作员的声音疲劳和恢复模式:一项工作日进展研究
Aishwarya Nallamuthu1, Sahana Rajaram2, Prakash Boominathan3
1Department of Speech Language Pathology, Sri Ramachandra Faculty of Audiology and Speech Language Pathology, Sri Ramachandra Institute of Higher Education and Research, Chennai, Tamil Nadu, India.
概括
呼叫中心运营商在工作日因高声需求而经历声疲劳和声等变化. 这些声音问题可以及早识别,以促进更健康的声乐实践.
科学领域:
- 职业健康 职业健康 职业健康
- 语音科学 语言科学
- 沟通障碍 沟通障碍 沟通障碍
背景情况:
- 印度的呼叫中心运营商 (CCO) 面临着相当大的声音需求.
- 高音量负载给CCO带来了与声音相关的问题的风险.
- 了解工作日的语音变化对于CCO福祉至关重要.
研究的目的:
- 为了调查CCO在典型的工作日中经历的声音变化.
- 为了记录持续的声乐使用对CCO的声音的影响.
主要方法:
- 评估了来自不同行业的50个CCO.
- 采用了声学,感知,空气动力学和自我感知语音测量方法.
- 测量时间分别是换班前,工作日中,工作后,以及第二天早上.
主要成果:
- 常见的症状包括喉干燥和声音断裂.
- 像基本频率 (F0) 这样的语音参数增加,在工作日内最大音调持续时间减少.
- 感知语音质量恶化,有声音疲劳的证据,并在休息后随后恢复.
结论:
- 由于职业声势负荷,CCOs中发生了微妙的声调变化.
- 对于CCO来说,早期识别语音问题至关重要.
- 建议CCO在自然的工作环境中推广健康的语音实践.
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