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CALLCENTER HEADSET CARE TO PREVENT EAR INFECTIONS PROFESSIONAL

Voice scientists tell us that even those very short breaks are important, since the vocal folds take a “micro break” from vibrating. In a typical phone call, there are quick breath pauses between sentences, and longer pauses when we listen to the client speaking.

Breaks between phone calls during the work day.

Voice scientists advise CCAs to think of voice pacing on three levels: Taking frequent breaks from repetitive motion (in this case, vocal fold vibration) is key to avoiding a voice injury. Multiply that by five days a week, and this kind of repetitive motion causes excessive impact on the tissues of the vocal cords and can lead to vocal injury. That can add up to more than a million cycles of vibration during a work day at a call center. When we talk, the vocal cords vibrate about 200 times a second for women and about half that for men.

Voice experts now think of voice problems in CCAs as a form of repetitive motion injury, because the vocal cords are being injured by overuse, similar to the way data entry personnel may develop carpal tunnel syndrome. Being less enthusiastic about their jobs.A 2002 study on voice problems among CCAs reported voice problems in 31% of CCAs, with several negative outcomes, including:

So a healthy voice is crucial for call center agents, but because you are talking on the phone nearly 40 hours a week, you are at risk for damaging your voice and developing hoarseness. A hoarse voice from a call center agent (CCA) can create a negative impression and detract from building credibility and trust with clients.

CALLCENTER HEADSET CARE TO PREVENT EAR INFECTIONS PROFESSIONAL

In this environment, a healthy, pleasing voice can help build trust with customers. Just as neat professional attire is essential for face-to-face interactions with clients, successful phone interactions depend on the clarity of the voice.