Vocal Fatigue and Recovery Patterns Among Call Center Operators: A Workday Progression Study.

Objective: Call centers in India, rely heavily on call center operators' (CCO) vocal abilities, putting them on a high vocal demand and the related risk of voice-related problems. This study investigated vocal changes among CCOs during a workday.

Method: Fifty CCOs from various sectors participated undergoing evaluation, including acoustical, perceptual, aerodynamic, and self-perceptual measures. Measurements were taken at three points during a workday and the following day pre shift.

Results: Common symptoms included throat dryness and voice breaks. Both male and female CCOs exhibited increased F and reduced maximum phonation duration over the day. Perceptually, most voices deteriorated from normal to hoarse/strained, indicating the effects of vocal loading. Vocal fatigue was evident, with recovery observed after rest.

Conclusion: This study documented subtle vocal changes due to vocal loading in CCOs in a naturalistic working environment, emphasizing the risks involved, need for early identification of voice problems, and facilitating healthy voice practices in CCOs.