Behind the Headset: Predictive Accuracy of Patient-Reported Outcome Measures for Voice Symptoms in Call Centers

Objective: This study examines factors predicting self-reported voice symptoms in call center workers. Methods: Multivariate analysis and predictive modeling assess personal, work-related, acoustic, and behavioral factors. Generalized Linear Models (GLMs) and Receiver Operating Characteristic (ROC) curves are employed. Results: Age and sleep patterns impacted voice quality and effort, while workplace factors influenced symptom perception. Unhealthy vocal behaviors related to tense voice and increased effort, while hydration was protective. Voice acoustics showed diagnostic potential, supported by ROC data. These findings emphasize voice symptom complexity in call center professionals, necessitating comprehensive assessment. Limitations: This study recognizes its limitations, including a moderate-sized convenience sample and reliance on PROM metrics. Future research should incorporate more objective measures in addition to self-reports and acoustic analysis. Value: This research provides novel insights into the interplay of personal, occupational, and voice-related factors in developing voice symptoms among call center workers. Predictive modeling enhances risk assessment and understanding of individual susceptibility to voice disorders. Conclusion: Results show associations between various factors and self-reported voice symptoms. Protective factors include sleeping more than six hours and consistent hydration, whereas risk factors include working conditions, such as location and behaviors like smoking. Diagnostic models indicate good accuracy for some voice symptom PROMs, emphasizing the need for comprehensive models considering work factors, vocal behaviors, and acoustic parameters to understand voice issues complexity.

Objetivo: Este estudio examina los factores que predicen los síntomas de voz en los trabajadores de call centers. Métodos: Se utilizan análisis multivariados y modelos predictivos para evaluar factores personales, laborales, acústicos y de comportamiento. Se emplean Modelos Lineales Generalizados (GLM) y curvas ROC. Resultados: La edad y los patrones de sueño afectaron la calidad vocal y el esfuerzo, mientras que los factores laborales influyeron en la percepción de síntomas. Los comportamientos vocales no saludables se relacionaron con voz tensa y mayor esfuerzo, mientras que la hidratación fue protectora. Los parámetros acústicos de voz mostraron potencial diagnóstico respaldado por datos de ROC. Los hallazgos subrayan complejidad de síntomas vocales en profesionales de centros de llamadas, requiriendo una evaluación integral. Limitaciones: Este estudio reconoce sus limitaciones, que incluyen una muestra de conveniencia de tamaño moderado y la dependencia de medidas PROMs. Futuras investigaciones deberían incorporar medidas objetivas, además de los autorreportes y análisis acústico. Importancia: Esta investigación aporta nuevos conocimientos sobre factores personales, laborales y síntomas de voz en trabajadores de call centers. El modelado predictivo mejora la evaluación de riesgos y la comprensión de la susceptibilidad individual a trastornos de la voz. Conclusión: Los resultados muestran asociaciones entre diversos factores y los síntomas vocales reportados. Los factores de protección incluyen dormir más de seis horas y una hidratación constante; los factores de riesgo incluyen las condiciones de trabajo, como la ubicación y comportamientos como fumar. Los modelos de diagnóstico indican una buena precisión para algunas PROMs de síntomas de la voz, lo que subraya la necesidad de modelos integrales que tengan en cuenta los factores laborales, los comportamientos vocales y los parámetros acústicos para comprender la complejidad de los problemas de la voz.

Evaluación de un call center de orientación clínica durante los primeros meses de pandemia COVID-19: capacidad de resolución de los llamados / Evaluation of a clinical orientation Call Center during the first months of the COVID-19 pandemic

BACKGROUND: During sanitary emergencies such as the recent pandemic, health services can collapse. In these cases, remote orientation services such as call centers may help to debottleneck these services. AIM: To assess the demand and problem resolution of a clinical guidance telephone service during the COVID-19 pandemic. Material and Methods: The call registry between May and August 2020 of an orientation call center for COVID-19 was analyzed. The number of calls, sociodemographic features of callers, type of enquiry and given indications were described. RESULTS: We analyzed 1,278 telephone calls, corresponding to 655 people. Sixty nine percent of queries were resolved during the call and in 31% of calls, users were referred to face-to-face evaluation. Two percent of these referrals were to an emergency service. Conclusions: The call center had a high level of resolution, favoring remote consultation and reducing face-to-face care, improving users'accessibility.

Effects of work-related factors on self-reported smoking among female workers in call centers: a cross-sectional study

OBJECTIVES: This study conducted to investigate work-related factors in relation to smoking among women working in call centers in Gwangju, South Korea. METHODS: From 56 call centers (7320 employees), we selected 10 and conducted a survey using a structured questionnaire by randomly selecting 10% of workers from each center. A total of 387 subjects participated in this survey We analyzed for 375 respondents, after excluding men and those with missing responses. We analyzed the relationships of work-related factors such as emotional labor, workplace violence, employment type, annual salary, working hours, employment period with smoking, using multiple logistic regression analysis. Emotional labor and workplace violence were measured using the Korean Emotional Labor Scale (K-ELS) and Korean Workplace Violence Scale (K-WVS). RESULTS: The prevalence of current smoking among call center female workers was 13.6%. Univariate analysis showed that “Emotional disharmony and hurt”, “Experience of psychological and sexual violence from supervisors and co-workers” among items of K-ELS and K-WVS, working hours, annual salary correlated with smoking. After adjusting for emotional labor, workplace violence, employment type, annual salary, working hours, employment period, and age, only working hours show a significant association with smoking. Women who worked 40–49 h had 3.50 times (95% CI = 1.04–11.80) and worked more than 50 h had 8.68 times (95% CI = 1.89–39.78) greater odds of smoking as compared with women who worked less than 40 h. CONCLUSIONS: Smoking was associated with working hours among female workers in call center. However, emotional labor and workplace violence did not show significant relationships with smoking.

Trabajadores Invisibles en la Hipermodernidad: Repercusiones Subjetivas e Intersubjetivas del Sufrimiento Laboral en un Call Center Montevideano

La investigación se propone estudiar las repercusiones psico-socio-simbólicas de un call center montevideano, en jóvenes contratados para el puesto de telemarketers. Se diseñó una estrategia metodológica de corte cualitativo y en dos fases: una exploratoria (entrevistas a informantes calificados) y una de estudio de caso. Se adoptó como postura epistemológica la psicosociología clínica y el enfoque clínico en ciencias humanas, para analizar los datos que se recogerán. Este artículo presenta las primeras etapas de la investigación: informe de antecedentes y diseño metodológico para alcanzar los objetivos propuestos. La difusión pertinente, es una forma de colaborar en hacer visible, lo invisible de esta problemática.

The research aims to study the psycho-socio-symbolic impact of a call center in Montevideo, in young workers hired as telemarketers. Methodology was designed as a qualitative research, in two phases. First an exploratory phase (interviews with qualified informants), and second, a case study. Clinical sociology or clinical psychosociology was adopted as epistemological stance and clinical approach in human sciences to analyze the data collected. This paper aims to present the early stages of research: background check, and methodology. The appropriate diffusion, is a way to collaborate making the invisible of this problem visible.

Stress, Anxiety, and Depression among Call Handlers Employed in International Call Centers in the National Capital Region of Delhi.

Background: Call handlers employed in call centers repeatedly undergo stress in their day-to-day lives and this can have deleterious effects on their health. Objectives: The objectives were to study the levels of stress, anxiety, and depression, and their predictors among call handlers employed in international call centers in the National Capital Region (NCR) of Delhi. Materials and Methods: A cross-sectional questionnaire-based survey was conducted among 375 call handlers aged 18-39 years. Depression Anxiety Stress Scale- 42 (DASS-42) was used to measure stress, anxiety, and depression along with a pretested sociodemographic questionnaire. Univariate analysis was done to fi nd out the association of stress, anxiety, and depression with various factors. Variables with P < 0.25 were included in multiple logistic regression and three models were developed each for stress, anxiety, and depression. Results: The prevalence of stress, anxiety, and depression among call handlers was 46.7%, 57.1%, and 62.9% respectively. Abnormal sleep quality, prolonged travel time, and lack of relaxation facilities at the offi ce were predictors of stress and depression. The presence of physical ailments, the absence of hobbies, temporary/part-time employment, and traveling long-distance to offi ce were signifi cant predictors of anxiety among call handlers. Conclusion: Call handlers face a high burden of stress, anxiety, and depression. Public health specialists need to pay adequate attention to their health problems.

Predomínio da gestão e violência simbólica / Management predominance and symbolic violence

Após duas décadas de forte ascensão do neoliberalismo, a degradação das condições de trabalho foi denunciada por numerosos observadores: alguns falam de "violência no trabalho", acentuando as dimensões socioeconômicas que estruturam os universos profissionais. Este artigo se inscreve nesta perspectiva e considera particularmente o papel que a dinâmica de gestionarização desempenha no exercício da violência no trabalho. O artigo se apoia sobre duas situações emblemáticas: o trabalho nas centrais de teleatendimento e a implementação de um dispositivo de gestão "total", o Balanced Scorecard, em uma multinacional. Mostra que as violências ligadas ao fato gestionário manifestam-se em três níveis articulados. No primeiro nível, esta violência resulta das transformações macropolíticas que tornam incontornáveis a introdução e a renovação dos dispositivos de gestão. No segundo nível, a violência se exerce em torno da implementção de dispositivos de gestão. Enfim, no terceiro nível, violência simbólica, que dá suporte às práticas de diferentes categorias de ator, manifesta-se. A imbricação entre estes níveis leva uma maioria de atores a adotar uma atitude de resignação diante da impossibilidade de se emancipar da gestão. Esta constatação pemite focar melhor o lugar e o modo de ação para enfrentar a violência no trabalho.

After two decades of dramatic ascension of neoliberalism, several observers have denounced the degradation of work conditions: some of them mention "violence at work", highlighting the social-economic dimensions that shape professional universes. This article is included in this perspective and particularly considers the role of "managerialism dynamics" in the use of violence at work. It stands on two emblematic situations: work in call centers, and the implementation of a "total" management device called Balanced Scorecard, in a multinational company. The paper shows that violences linked to a "managerial fact" are revealed in three different articulated levels. In the first one, violence results from macro-political transformations that make introduction and renewing of the management devices implausible. In the second level, violence takes place as a result of the implementation of management devices. Finally in the third level, symbolic violence, which supports practices of different categories of actors, is revealed. The overlapping between these levels makes most actors adopt an attitude of resignation due to their impossibility to get free from management. This evidence leads to a better focusing on the place and on the way of acting to face violence at work.

Call centre employees and tobacco dependence: Making a difference.

Context : India is known as the Business Process Outsourcing (BPO) capital of the world. Safeguarding health of millions of youngsters employed in this new growing economy is an occupational health challenge. Aims : This study was initiated in June 2007 in India with the objectives to assess the prevalence of tobacco use and study the factors responsible for initiating and continuing its use. The main aim, however, was to assess the effect of different tobacco cessation intervention strategies, thus identifying effective methods to assist these employees to quit tobacco. Materials and Methods : This is a 4-arm cluster randomized trial of 18 months duration among 646 BPO employees, working in 4 different BPO units. The employees were invited to participate in interviews following which tobacco users of each BPO were offered specific tobacco cessation interventions to assist them to quit tobacco use. Results : The prevalence of tobacco dependence is 41%, mainly cigarette smoking. The tobacco quit rate is similar (nearly 20%) in the 3 intervention arms. Significantly higher reduction in tobacco consumption of 45% is seen in Arm 4 with the use of pharmacotherapy. BPO employees change jobs frequently, hence follow-up remains a major challenge. Conclusion : Inaccessibility of pharmacotherapy in the developing countries should not deter tobacco cessation efforts as good tobacco quit rates can be achieved with health education and behavioral therapy. Tobacco cessation should be an integral activity in all BPOs, so that the employees receive this service continuously and millions of our youths are protected from the hazards of tobacco.

Satisfação com o emprego em call centers: novas evidências sobre o emprego trampolim / Satisfaction about job in call centers: new evidences about the trampoline job

Este estudo busca revelar novos elementos que comprovem a tese do emprego-trampolim, com base na satisfação com o emprego em call centers. Para a pesquisa que deu origem ao estudo, foram selecionadas três empresas de call center situadas na região metropolitana de Porto Alegre (RS). A pesquisa se apoiou em procedimentos metodológicos quantitativos, tendo sido aplicados 212 questionários entre os trabalhadores das referidas empresas. Os call centers são organizações empresariais de prestação de serviços de telemarketing. Seus operadores são trabalhadores com escolarização elevada frente aos níveis do mercado de trabalho brasileiro, o que apontaria para uma profissionalização da atividade. Paradoxalmente, as condições de trabalho, caracterizadas pela intensificação e baixa remuneração, mas com exigência de qualificação média, influenciam as estratégias e os sentidos desse emprego para jovens trabalhadores, acabando por defini-lo como "emprego-trampolim", que responde apenas a uma superação transitória da condição material e simbólica, e não a busca de profissionalização e estabilidade, mesmo com as exigências de conhecimentos técnicos especializados e reciclagem constante.

The present study aims to reveal new elements to prove the "trampoline job" thesis based on the satisfaction about job in call centers. Three call center companies placed in the metropolitan region of Porto Alegre/RS have been selected for the research that originated the study. The research is based on methodological and quantitative procedures with the application of 212 questionnaires among workers in the referred companies. Call centers are enterprising organizations in telemarketing service render. Its workers usually have a higher scholarization level compared to the Brazilian job market, what indicates the professionalization in such activity. Paradoxically, working conditions - characterized by enhancing work and low salaries, but with average qualification demands - have influence on strategy and directions about such job for young workers, by finally defining it as a "trampoline job", which only answers to a transitory overcome of the material and symbolic condition but not to the quest for professionalization and stability, even with technical and specialized knowledge demands, as well as continuous recycling.

Abordar o trabalho para compreender e transformar as condições de adoecimento na categoria dos teleatendentes no Brasil / Looking at work practices to understand and change labor conditions in call centers in Brazil

Neste artigo apresenta-se um modelo de abordagem da saúde no trabalho. Tal modelo considera a atividade para obter elementos explicativos do perfil de morbidade auto-referida e gerar propostas de intervenção na organização do trabalho no setor de teleatendimento. Realizou-se um estudo ergonômico em uma grande empresa de telefonia e telemarketing; foram acompanhadas negociações entre trabalhadores e empregadores e intervenções do Ministério Público do Trabalho no quadro de um Procedimento Prévio Investigatório, o qual motivou o estudo ergonômico. Os resultados evidenciaram as exigências das tarefas provocadas pelos métodos de gestão e a associação dos seus efeitos com sintomas mórbidos, conforme descreve a literatura consultada. Os representantes das empresas nas audiências públicas resistiram em reconhecer o caráter patogênico de suas organizações. A estratégia de buscar a ação intersetorial mostrou-se profícua, permitindo viabilizar a elaboração de instrumentos práticos, como divulgação de resultados científicos e elaboração de notas técnicas, com elevada potencialidade para transformar a realidade sanitária dos teleatendentes.

This article presents a model of studying workers health that takes into account the real activity of workers in order to gather elements to clarify and explain self reported work-related morbidity among telemarketing operators and propose intervention in the work organization in the telemarketing sector. A thorough ergonomic project conducted in a big telephone and telemarketing company was followed by negotiations between workers and employers and interventions by the Public Attorneys of Work, which resulted in a preliminary ergonomics investigation. The results evidenced that, due to the management model used, the task demands were associated with the health effects, as described in the literature. At the public audiences employers representatives refused to recognize the pathogenic characteristic of their company practices. The strategy to search action among intersectorial partners proved to be successful, favoring the production of practical instruments, as the publication of scientific results and preparation of a draft on a good practice recommendation endorsed by the Brazilian government specifically for the telemarketing sector, that aimed at improving and changing the telemarketing operators occupational health reality.

Uma construção social: o anexo da norma brasileira de ergonomia para o trabalho dos operadores de telemarketing / A social construction process of the attachment to the Brazilian government ergonomic regulation for telemarketing operators work

O número de operadores das centrais de atendimento telefônico está em franca expansão no Brasil e no mundo, envolvendo cerca de 550 mil trabalhadores em nosso país.Este artigo aborda a ação coletiva em busca de melhores condições de trabalho para esses operadores, desencadeada por solicitações de intervenção ao Ministério do Trabalho e Emprego (MTE) feitas por trabalhadores portadores de Distúrbios Osteomusculares Relacionados ao Trabalho (DORT), diretamente, e por meio de seus sindicatos no Brasil.Além de ações de fiscalização sobre as empresas de telemarketing no sentido da regulação das condições de trabalho nesse setor, a Comissão Nacional de Ergonomia (CNE) do MTE, entre 2000 e 2005, organizou eventos reunindo profissionais de instituições de pesquisa, representações patronais e de trabalhadores, fazendo estudos aprofundados sobre esse tipo de trabalho. Capacitou, ao mesmo tempo, auditores fiscais do trabalho para fiscalização em ergonomia aplicada em todo o país. Essas ações resultaram na constituição de um grupo de trabalho interinstitucional em 2004 e na publicação da RecomendaçãoTécnica 1 pelo Departamento de Segurança e Saúde no Trabalho em 2005.Enfrentando resistência empresarial e diversas inconsistências do próprio movimento sindical, visando à promulgação de uma Norma Regulamentadora para o telemarketing, o MTE constituiu um grupo técnico para a elaboração da proposta de Anexo à Norma Regulamentadora 17 (?Ergonomia?). Este artigo relata o processo de construção social dessa normatização, suas propostas e desafios.

O número de operadores das centrais de atendimento telefônico está em franca expansão no Brasil e no mundo, envolvendo cerca de 550 mil trabalhadores em nosso país. Este artigo aborda a ação coletiva em busca de melhores condições de trabalho para esses operadores, desencadeada por solicitações de intervenção ao Ministério do Trabalho e Emprego (MTE) feitas por trabalhadores portadores de Distúrbios Osteomusculares Relacionados ao Trabalho (DORT), diretamente, e por meio de seus sindicatos no Brasil.Além de ações de fiscalização sobre as empresas de telemarketing no sentido da regulação das condições de trabalho nesse setor, a Comissão Nacional de Ergonomia (CNE) do MTE, entre 2000 e 2005, organizou eventos reunindo profissionais de instituições de pesquisa, representações patronais e de trabalhadores, fazendo estudos aprofundados sobre esse tipo de trabalho. Capacitou, ao mesmo tempo, auditores fiscais do trabalho para fiscalização em ergonomia aplicada em todo o país. Essas ações resultaram na constituição de um grupo de trabalho interinstitucional em 2004 e na publicação da RecomendaçãoTécnica 1 pelo Departamento de Segurança e Saúde no Trabalho em 2005. Enfrentando resistência empresarial e diversas inconsistências do próprio movimento sindical, visando à promulgação de uma Norma Regulamentadora para o telemarketing, o MTE constituiu um grupo técnico para a elaboração da proposta de Anexo à Norma Regulamentadora 17 (Ergonomia). Este artigo relata o processo de construção social dessa normatização, suas propostas e desafios.