Researchers at the University of Nebraska Medical Center have found
telemarketers have a higher prevalence of voice problems than the general
population. They say the problems affect productivity and are associated
with known risk factors.
The results of the study, funded and conducted by the UNMC Department
of Head and Neck Surgery, were presented Sept. 9 at the American Academy
of OtolaryngologyHead and Neck Surgery Foundation annual meeting in Denver,
Colo.
The study is thought to be one of the first on voice disorders in telemarketers.
According to the Omaha Chamber of Commerce, about 20,000 people are employed
in the telemarketing industry in the Omaha area. At least another 30,000
are employed in other jobs that require extended time on the telephone.
Occupational voice disorders may be the result of the repetitive movement
or collision of the vocal folds. Vocal attrition can be described as
the wear and tear of the vocal mechanism and overall reduction in vocal
capabilities. Recent studies have shown an association between voice
problems and vocally demanding jobs such as teaching, singing and aerobics
instruction. In industrialized societies, voice problems can affect about
one-third of the labor force where people rely on voice as their primary
work tool.
The UNMC study was conducted last year at six companies in Omaha and
Lincoln: one outbound telemarketing firm, three reservations centers, one
messaging company, and one telephone survey research firm. Researchers
used questionnaires to test their hypothesis.
Of 373 telemarketing employees, 81.5 percent, or 304 employees, completed
a survey. Their responses remained anonymous and the employers approved
of the research. Researchers compared the groups responses to a control
group of 187 community college students similar to the telemarketers in
age range, education level, and smoking status.
The questionnaire polled the groups on demographic, vocational, personality
and biological risk factors for voice problems such as medication usage;
smoking; consumption of caffeinated versus non-caffeinated beverage; amount,
speed, and volume of social speech; general activity level; and participation
in vocally demanding activities. Telemarketers also were asked about the
quality of their voice at the beginning and end of a shift; impact of any
symptoms on the employee’s work; and social life.
Researchers found a significant increase in the prevalence of symptoms
of vocal attrition in telemarketers as compared to the control group of
students. The telemarketing group was twice as likely to have one or more
symptoms of vocal attrition. In addition, 30 percent reported their work
was affected by symptoms.
Telemarketers who said their work was affected by their voice problems
averaged five symptoms, tended to be female and were more likely to smoke,
take drying medications, be sedentary and have sinus problems and frequent
colds.
Voice problems not only decrease productivity, they are an occupational
problem and can be compared to repetitive motion injuries like those associated
with carpal tunnel, said Frederic Ogren, M.D., clinical associate professor,
UNMC Department of Head and Neck Surgery, and principal investigator of
the study titled, Prevalence and Risk Factors for Voice Problems Among
Telemarketers. Omaha has a large group of telemarketers and thats one
of the reasons we decided to do this study.
Dr. Ogren, who now works in private practice and teaches parttime at
UNMC, said most of the voice problems he and the other researchers found
are treatable by staying hydrated to prevent drying out of vocal cords
and to avoid stressing the vocal cords by speaking normally.
The impetus for the study began several years ago when Dr. Ogden and
Marsha Sullivan, speech pathologist at the Munroe-Meyer Institute at UNMC,
began to see more patients with voice disorders who were employed as telemarketers.
We have seen a variety of vocal conditions, from benign growths on
their vocal cords resulting from continual use, to swollen vocal cords
that caused chronic hoarseness, said Sullivan. But not all telemarketers
have these problems.
Researchers expected to find that people working eight hours or more
would have more voice problems, but that wasnt necessarily the case, said
Katherine Jones, of the UNMC Department of Preventive and Societal Medicine
and first author of the study.
To know who is most at risk for voice problems, a comprehensive evaluation
needs to be done on a persons lifestyle and medical history, Jones said.
Its not a simple answer of who is more at risk. You cant talk non-stop
for eight hours and not have it affect your voice.
Evaluation of occupational voice disorders must encompass all of the
determinants of health status, and treatment must focus on modifiable risk
factors, not just reduction of occupational vocal load.
Although voice problems vary with individuals, Sullivan said some remedies
may include drinking plenty of water, not smoking, proper posture, speaking
at a normal rate, stress management and getting enough sleep.
The researchers say more studies need to be done in this area of research
and agree employers and employees need to share responsibility in preventing
and treating voice problems.
We have learned there are steps employers and employees can take that
may help in terms of prevention of voice problems and maintaining productivity
in this population of telemarketers, said Dr. Sigmon, a UNMC physician
who specializes in disorders of the ear, nose and throat and who also worked
on the study. UNMC is a resource in the diagnosis, management and education
of these types of problems.