title: Vocal symptoms, voice activity, and participation profile and professional performance of call center operators.
abstract: OBJECTIVE
  To analyze the phonatory and laryngopharyngeal symptoms reported by call center operators; and quantify the impact of these symptoms on quality of life, and the association between these issues and professional performance, number of monthly calls, and number of missed workdays.
  
  
  METHODS
  Call center operators (n=157) from a billing call center completed the Vocal Signs and Symptoms Questionnaire and the Brazilian version of the Voice Activity and Participation Profile (VAPP). The company provided data regarding professional performance, average number of monthly calls, and number of missed workdays for each employee.
  
  
  RESULTS
  The mean number of current symptoms (6.8) was greater in the operators than data for the general population (1.7). On average, 4.2 symptoms were attributed to occupational factors. The average number of symptoms did not correlate with professional performance (P=0.571). However, fewer symptoms correlated with decreased missed workdays and higher mean monthly call figures. The VAPP scores were relatively low, suggesting little impact of voice difficulties on call center operator's quality of life. However, subjects with elevated VAPP scores also had poorer professional performance.
  
  
  CONCLUSIONS
  The presence of vocal symptoms does not necessarily relate to decreased professional performance. However, an association between higher vocal activity limitation and participation scores and poorer professional performance was observed.
authors.affiliation: Center for Voice Studies, Rua Machado Bittencourt, 361-10 andar, São Paulo, SP, Brazil. fonotatiana@yahoo.com.br
authors.forename: Tatiana Carvalho
authors.initials: TC
authors.lastname: Piwowarczyk
authors.forename: Gisele
authors.initials: G
authors.lastname: Oliveira
authors.forename: Luciana
authors.initials: L
authors.lastname: Lourenço
authors.forename: Mara
authors.initials: M
authors.lastname: Behlau
mesh_terms: D000041:Absenteeism; D000328:Adult; D001938:Brazil / Q000453:epidemiology; D005260:Female; D006801:Humans; D008297:Male; D009784:Occupational Diseases / Q000453:epidemiology*; D011361:Professional Competence / Q000706:statistics & numerical data*; D011788:Quality of Life; D014832:Voice Disorders / Q000453:epidemiology*; D055815:Young Adult