Interest and Knowledge Levels of Call Centre Staff in Voice Care, Vocal Function and Dysfunction
Cardiff Metropolitan University
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Good voice training helps protect the voice from strain and damage, improves the way that a speaker comes across and provides economic advantages to industry sectors that rely on professional voice users. This paper investigates the interest and knowledge levels of call centre staff in four key areas of voice, namely: the role of the SLTs, how voice is produced, voice care and voice problems. The data for the study was gathered via an online questionnaire which was completed by 38 call centre operators and nine managers from three UK call centres. The result showed that more managers than call operators indicated high interest, and fewer indicated minimal interest, across all areas of investigation. Overall, most participant expressed moderate interest in most areas. More managers than call operators rated their perceived knowledge as good, although very few participants claimed to have a good knowledge in the areas under investigation. Managers scored higher on knowledge based questions than call operators. There is a significant difference between call centre operators and managers in the area of how voice is produce, while there are no significant differences present in the other three areas. Those who rated their perceived knowledge higher also scored higher, but not significantly higher, on knowledge based questions. Most of those who rated their knowledge as no knowledge expressed moderate interest in the areas of voice. Those who reported dysphonia did not show higher knowledge or expressed higher interest, than other participants in the areas under investigation. The implications for an SLT working with this client group are discussed in the concluding parts of this study.
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