scholarly journals Benefícios da intervenção fonoaudiológica em call center: revisão de literatura

2021 ◽  
Vol 10 (15) ◽  
pp. e570101523215
Author(s):  
Vanusa Campos de Melo ◽  
Gleiser Wesley Pires Oliveira ◽  
Ruth Raquel Soares de Farias
Keyword(s):  
Call Center ◽  
Call Centers

O teleatendimento vem conseguindo um amplo espaço no Brasil por meio do advento dos call centers, responsável pela terceirização dos setores empresariais gerando uma mudança na interação com os clientes por meio de telefones.  Assim, a voz muito usada nesse tipo de trabalho devendo ser clara, pois a partir do momento em que sua produção ocorre caracterizada por uma intensidade e uma projeção de modo adequado, ocasiona um desempenho vocal adequado para os profissionais que atuam na área do telemarketing. O objetivo da pesquisa consiste em analisar os principais benefícios da intervenção fonoaudiológica em call Center. Para a fundamentação da pesquisa foi necessário realizar uma revisão bibliográfica do tipo integrativa, analisando teorias sobre a forma correta da utilização de profissionais que trabalham em call Center. Para a seleção das fontes de pesquisa recorreu-se as bases de dados da Scielo, da Pubmed e Capes, utilizando fontes produzidas entre os anos de 2012 a 2021, sendo a busca realizada entre os meses de agosto e outubro do ano de 2021. Por meio da pesquisa foi possível evidenciar vários benefícios da fonoaudiologia para a saúde dos profissionais de call Center, ressaltando-se melhores formas de utilização da voz, evitando, assim, a tosse, a rouquidão, dentre outros problemas.

scholarly journals Relação entre condições de trabalho e sintomas vocais em operadores de um call center modelo

2017 ◽  
Vol 22 (0) ◽  
Author(s):  
Bárbara Bento Girardi ◽  
Daniel Lucas Picanço Marchand ◽  
Taís de Campos Moreira ◽  
Renata Loss Drummond ◽  
Mauriceia Cassol
Keyword(s):  
Call Center ◽  
Call Centers ◽  
Voice Symptoms

RESUMO Introdução Os operadores de call centers são profissionais da voz com alta demanda vocal e, consequentemente, sujeitos a distúrbios e sintomas vocais. Objetivo: Caracterizar aspectos vocais e laríngeos em operadores de um call center que segue as normas regulamentadoras de ergonomia, mensurando autopercepção vocal, avaliação otorrinolaringológica e análise perceptivo-auditiva vocal. Métodos Participaram do estudo 30 operadores de call center, entre 18 e 41 anos de idade. Todos os sujeitos foram avaliados por meio da Escala de Sintomas Vocais - versão brasileira da Voice Symptoms Scale (VoiSS), avaliação otorrinolaringológica por meio de videonasofibrolaringoscopia e avaliação perceptivo-auditiva da voz com a escala GRBASI, que avalia grau de alteração vocal (G), rugosidade da voz (R), soprosidade (B), astenia (A), tensão (S) e instabilidade (I). Resultados Na Escala de Sintomas Vocais, houve correlação entre o domínio geral e os demais subdomínios e entre os subdomínios limitação e físico. Na avaliação otorrinolaringológica, 12 operadores apresentaram alguma alteração, como acúmulo de secreção à fonação e fendas. A análise perceptivo-auditiva da voz encontrou indivíduos com vozes normais e com grau de alteração discreto a moderado, além de correlação entre o item instabilidade da escala GRBASI com o grau geral, rugosidade, soprosidade e astenia. Conclusão Ambientes de trabalho adequados e que primam por cuidados com a voz podem melhorar a qualidade laboral dos profissionais de call center, amenizando os riscos de desenvolvimento de distúrbios vocais. Contudo, fatores físicos, sociais, ambientais, organizacionais e psicológicos podem ocasionar sintomas vocais nesses profissionais da voz.

scholarly journals Dimensioning a Call Center: Simulation or Queue Theory?

2009 ◽  
Vol 2 (2) ◽  
pp. 34 ◽  
Author(s):  
Marco Aurélio Carino Bouzada
Keyword(s):  
Analytical Method ◽  
Analytical Methods ◽  
Call Center ◽  
Experimental Approach ◽  
Call Centers ◽  
Experimental Methods ◽  
New Approach ◽  
Alternative Methodology ◽  
Queue Theory ◽  
Set Up

The objective of this paper is to establish a dichotomy - opposing analytical methods (such as Queue Theory) to experimental methods (such as Simulation) and discussing their adequateness to complex operations - set up in the matter of dimensioning the handling capacity of a large brazilian call centers company. The literature related to the application of such methods at call centers is reviewed, and the way the question is treated nowadays by the company is described. Then an experimental approach is suggested to be implemented as an alternative methodology to deal with the issue, instead of the analytical method in use. The results obtained are used to justify the adequacy of the experimental approach to the modern call centers operation, as long as it is possible to have the model closer to reality. The main implication points to a better understanding of the operation achieved with the new approach

scholarly journals Stress and Sexual Dysfunction among Call Center Employees

2014 ◽  
Vol 1 (3) ◽  
Author(s):  
Dr. V.D. Kasture
Keyword(s):  
Sexual Dysfunction ◽  
Call Center ◽  
Call Centers ◽  
High Stress ◽  
Work Load ◽  
International Studies ◽  
Positive Thinking ◽  
Wide Range ◽  
Female Employees ◽  
Call Center Employees

The call center community often defines itself as an industry, with numerous national and international call centers. But there has some dispute among researchers as to whether it is appropriate to refer such thing as the ‘call center industry’. Bain and Taylor (1999) argue that it is more appropriate to use the term ‘sector’ as call centers are found across a wide range of industries and may be similar primarily in terms of their core technologies. Belt, Richardson and Websler (2000) agreed that call centers are not an ‘industry’ as the term generally defined, but rather represent certain ways of delivering various services using the telephone and computer technologies across traditional industry boundaries. This research results revealed that female employees from international call centers show high stress score and high sexual dysfunction than domestic call center employees, which means the female employees from international call center differed significantly (t=5.26, p=<0.01) than domestic call center female employees. Results obtained from t test showed that female employees from domestic and international call center differed significantly with one another on stress scores and sexual dysfunction. The reason is that international call center employees have more work stress as compare to that with domestic one. This due to heavy work load, not enough time for social interaction and completion of work within a given period of time. The work culture is more strict and systematic as compared to domestic one. International studies in the past have linked stress t sexual dysfunction and infertility among women. The overall results of the present study suggest the need for stress management programs for reducing the stress and developing positive thinking among young female employees working in call centers.

Western Work Worlds and Altering Approaches to Marriage

2012 ◽  
pp. 262-276
Author(s):  
Shelly Tara ◽  
P. Vigneswara Ilavarasan
Keyword(s):  
Comparative Analysis ◽  
Call Center ◽  
Call Centers ◽  
Work Culture ◽  
Women Employees ◽  
Two Cities ◽  
Second Tier ◽  
Call Center Employees ◽  
The Impact ◽  
Depth Interviews

Based on a qualitative empirical study of women call center employees in India, this chapter argues that approaches towards marriage are being altered due to the impact of Western work worlds. In-depth interviews were conducted with eighteen respondent located in Delhi, a metropolitan area, and Jaipur, a second tier city Though, in terms of size, culture, and outlook of people there are great differences between Delhi and Jaipur, the work culture introduced by the call centers is similar in both cities. Consequently, the findings reveal certain similar as well as certain different opinions in the approaches towards marriage at both the cities. Women are negotiating with these approaches to continue with either employment in call center or marriage, or both. By doing a comparative analysis between the respondents of two cities about the decision of marriage, the study provides a range of approaches adopted by the women employees of call centers, while balancing work and the decision of marriage. The chapter also highlights the varying forms of women agency being exercised while dealing with the issue of marriage along with the unprecedented work culture of call centers in India.

Call Center Operational Performance Indicators and Customer Satisfaction

2011 ◽  
Vol 3 (2) ◽  
pp. 13-31 ◽  
Author(s):  
Alexandre Ferreira Oliveira ◽  
Luiz A. Joia
Keyword(s):  
Customer Satisfaction ◽  
Performance Indicators ◽  
Call Center ◽  
Call Centers ◽  
Methodological Approach ◽  
Operational Performance ◽  
Multiple Linear Regressions ◽  
First Contact ◽  
The Relationship ◽  
Linear Regressions

This article purports to investigate the relationship – in an empirical way – between the various operational indicators currently used for the management of call centers in Brazil and customer satisfaction. In this context, a set of call centers rendering services to a telecommunications company will be analyzed in order to verify which of their indicators are positively associated with customer satisfaction. A methodological approach based on surveys as well as stepwise multiple linear regressions is developed and applied in order to achieve the objective of this paper. The “First-Contact Resolution Rate” and the “Average Handle Time After the Call” indicators present a statistically significant relationship with customer satisfaction. Some alternative call center operational performance indicators are proposed, in an exploratory way, so as to convey an enhanced relationship between call center performance and customer satisfaction.

Combining Local and Global Expertise in Services

2005 ◽  
pp. 457-463
Author(s):  
Hannu Salmela ◽  
Juha Parnisto
Keyword(s):  
Call Center ◽  
New Technologies ◽  
Call Centers ◽  
Insurance Companies ◽  
Geographical Distance ◽  
End User ◽  
Business Transactions ◽  
Rich Media ◽  
Regional Service ◽  
Information And Communication

Since the 1990s, services characterized by a considerable geographical distance between the service person and the customer have become increasingly commonplace. Banks and insurance companies are introducing call centers or service centers to complement, or even replace, the old regional service organization. In the information and communication technology (ICT) sector, companies such as Fujitsu and IBM provide part of the end-user support for their clients from a few centralized call centers. Telecommunications operators have established call centers to serve their customers in conducting basic business transactions. To a large extent, the change in the 1990s can be attributed to ICT development. As call centers and local offices have equal access to all the information, many of the services that previously had to be provided locally can now come from a call center. Furthermore, this decade will bring new technologies that will further enhance capabilities to serve customers over long distances. They will, for instance, provide increasingly rich media for interaction between customers and remote service personnel.

scholarly journals Call Center ist nicht gleich Call Center

Arbeit ◽  
2005 ◽  
Vol 14 (1) ◽  
Author(s):  
Marc Baumgartner ◽  
Ivars Udris
Keyword(s):  
Call Center ◽  
Call Centers

AbstractUntersuchungen in 14 Schweizer Call Centers erbrachten vier Call Center-Typen, die sich hinsichtlich Arbeitstätigkeiten und Kommunikationsrichtung voneinander unterscheiden: (a) Beratungs- und Beschwerdemanagement, (b) Informationsmanagement, (c) Auftragsmanagement und (d) Kunden- und Kampagnenmanagement. Dies hat auch Auswirkungen auf die Personalstruktur, -Selektion und -entwicklung der Call Center. Es wird der Frage nachgegangen, welche Kompetenzanforderungen in den unterschiedlichen Call Center-Typen an die Call Center Agentinnen gestellt werden, und wie sich die Rekrutierungspraktiken sowie die Personalentwicklungsmaßnahmen wie Ausbildung, Weiterbildung und Coaching unterscheiden. Ebenfalls aufgezeigt werden Perspektiven für die Zukunft der Call Center- Arbeit.

THE WORKPLACE, THE SOCIETY AND THE WIDER WORLD: THE OFFSHORING AND OUTSOURCING INDUSTRY

2009 ◽  
Vol 29 ◽  
pp. 145-167 ◽  
Author(s):  
Liz Hamp-Lyons ◽  
Jane Lockwood
Keyword(s):  
Customer Service ◽  
Language Proficiency ◽  
Call Center ◽  
Large Scale ◽  
Call Centers ◽  
Emerging Market ◽  
Language Assessment ◽  
Poor Quality ◽  
The Philippines ◽  
Business Success

Workplace language assessment poses special issues for language testers, but also, when it becomes very large scale, it poses issues for language policy. This article looks at these issues, focusing on the offshore and outsourcing (O&O) industry as it is transitioning from native-speaking (NS) countries into nonnative-speaking (NNS) destinations such as India and the Philippines. This is obviously most impacted in call centers, where the ability of customer service representatives (CSRs) to communicate with ease with their native-English speaking customers is central to business success and can be key to a nation's economy. Having reviewed the (limited) research in this area, we take the Philippines as our example to explore how government, academe, and the business sector are dealing with the language proficiency and personnel-training issues caused by the exponential growth in this industry. Appropriate language assessments that are practical, while also being valid and reliable, are critical if the Philippines is to retain its position in this emerging market. Currently, call centers in Philippines complain of very poor recruitment rates due to poor language ability, and of poor quality communication outcomes measures: But how do they assess these key areas? We describe and evaluate the current situation in call center language assessment in the Philippines and discuss possible ways forward, for the Philippines and for the O&O industry more broadly.

scholarly journals Agent Productivity Modeling in a Call Center Domain Using Attentive Convolutional Neural Networks

Sensors ◽  
2020 ◽  
Vol 20 (19) ◽  
pp. 5489
Author(s):  
Abdelrahman Ahmed ◽  
Sergio Toral ◽  
Khaled Shaalan ◽  
Yaser Hifny
Keyword(s):  
Neural Networks ◽  
Convolutional Neural Networks ◽  
Call Center ◽  
Short Term Memory ◽  
Call Centers ◽  
Binary Classification ◽  
Speech Signal Processing ◽  
Baseline System ◽  
Long Short Term Memory ◽  
Current Systems

Measuring the productivity of an agent in a call center domain is a challenging task. Subjective measures are commonly used for evaluation in the current systems. In this paper, we propose an objective framework for modeling agent productivity for real estate call centers based on speech signal processing. The problem is formulated as a binary classification task using deep learning methods. We explore several designs for the classifier based on convolutional neural networks (CNNs), long-short-term memory networks (LSTMs), and an attention layer. The corpus consists of seven hours collected and annotated from three different call centers. The result shows that the speech-based approach can lead to significant improvements (1.57% absolute improvements) over a robust text baseline system.

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