Grau de quantidade de fala e intensidade vocal de teleoperadores em ambiente laboral e extralaboral

Abstract

PURPOSE: To investigate self-perceived talkativeness and vocal loudness in call center operators during labor and extra-labor situations and compare it with vocal self-assessment and perceptual analysis. METHODS: Participants were 299 male and female call center operators working in an inbound and outbound mode. Their average age was 27.1 years. The procedures were as follows: Talkativeness and Vocal Loudness Test in two situations of communication - work and extra-work; vocal self-assessment and perceptual analysis. RESULTS: There are more women than men working in telemarketing. Regarding gender, women talk more in the work situation when compared to men. By comparing talkativeness and vocal loudness in work and extra-work situations, increased talkativeness and vocal loudness were observed in the work environment. CONCLUSION: The call center operator is a voice professional that reports speaking more and more loudly in work situations. Women talk more than men in any of the situations evaluated. There was no significant correlation between talkativeness, vocal loudness and self-assessment of voice.