{"id":1547,"date":"2008-11-17T13:13:50","date_gmt":"2008-11-17T21:13:50","guid":{"rendered":"http:\/\/www.clikonthis.info\/?p=304"},"modified":"2008-11-17T13:13:50","modified_gmt":"2008-11-17T21:13:50","slug":"voice-problems","status":"publish","type":"post","link":"https:\/\/blogs.poly.com\/voice-problems\/","title":{"rendered":"Voice problems"},"content":{"rendered":"

Every contact centre professional knows the buzzing of voices at the workplace. Dozens of voices talk at the same time – now just imagine those voices breaking down. Straining of the voice is a risk and can lead to personnel falling away.<\/strong><\/p>\n

By Erik Bouwer<\/p>\n

Stress and stress factors<\/strong><\/p>\n

Everyone experiences work stress from time to time. Stress is the result of stress factors and strains. Stress factors are factors that lead to stress and straining; there are physical and psychosocial stress factors like work pressure or poor working conditions. Strains are people’s physical and psychic reactions to stress and straining; going from fear, insecurity and tension to physical complaints. The final effects of stress factors are not only determined by the intensity and duration of the stress source, but also by the way the person deals with the stress factors, the so-called coping style. An ineffective coping style can result in different physical reactions, from headache to stomach ulcers.<\/p>\n

Agents are professional speakers<\/strong>
\nAt the contact centre, physical stress factors play an important part. There is for instance the matter of alignment with the workplace as a result of which employees get less exercise. A wrong sitting position or wrong adjustments of furniture and computer screens can cause physical complaints. Very important for the contact centre is that the agents are professional speakers: the better part of their job consists of communicating verbally with clients. The voice is often overlooked when dealing with work related risk factors and dysphonia (poor or wrong vocalisation). Research has shown that contact centre agents often complain about a dry throat and coughing, about air that\u2019s too warm or too dry or about too much environmental noise.<\/p>\n

Speaking requires straining<\/strong>
\nSpeaking asks for muscle activity and is thus related to notions like energy, ability, power and duration. The fact that the pressure on the voice and stress level of the voice need to be in balance, sounds obvious. In accordance with European legislation, the employer is obliged to take prevention actions and he needs to do his best to judge, avoid and suppress employees’ health and safety risks.<\/p>\n

There are different situations in the contact centre that can cause voice problems with agents and this can lead to absenteeism and permanent damage.<\/p>\n

Laryngological phenomena<\/strong><\/p>\n