COMPARATIVE ANALYSIS OF VOCAL AND ORGANIZATIONAL CONDITIONS OF EMERGENCY AND NON-EMERGENCY CALL OPERATORS

Abstract

ABSTRACT Objective: To compare vocal and organizational conditions of work in emergency and non-emergency call operators. Materials and Methods: 220 call operators of both genders participated in the study. 120 were from an emergency call center (EO) and 100 from a commercial call center, which is of non-emergency (NEO). They responded to the questionnaire “Vocal Profile of the Telemarketing Operator” (VPTO), which collected data on personal information, vocal symptom and complaints and work conditions. Data analysis was performed using T-test to compare means, and Chi-square and Fisher’s Exact Test to examine the association between variables. Results: EO and NEO differed in terms of vocal (missing work and symptoms of rough voice and weak voice, throat clearing and dry cough) and organizational conditions of work (work at another company, quiet environment and constant supervision) self-referred by them. Moreover, there were differences in relation to age, gender, and time of service. Conclusion: There are differences between emergency and non-emergency call operators regarding vocal and organizational conditions of work. EO reported worse organizational conditions of work as well as more vocal symptoms and complaints than NEO. DESCRIPTORS: Voice. Voice Disorders. Work Conditions.