Call handlers spend a larger proportion of their working day speaking on the telephone than many employees in typical office jobs.  However, the risk of them experiencing problems with their voices can be reduced if good practices are followed.  The introduction of any good practice for voice health which may substantially affect the health and safety of call handlers should be done in consultation with call handlers or their representatives.

Symptoms of voice problems: The medical term for voice problems is dysphonia.  The condition is not just an inability to speak but also includes pain, tension, croakiness, irritating cough, inability to modulate, poor or no vocal power and breathing difficulties. 

Information: Call centre employees should be provided with information on the risk of dysphonia, the various symptoms of the condition and how this risk can be reduced.  The Research Department of the Banking, Finance and Insurance Union (BIFU) published a report called 'Occupational Voice Loss.  A Negotiator's Guide' which outlines the condition and gives practical advice about how to reduce the risk of occurrence.

User Comments: Comments were made about the length of scripts sometimes straining call handlers' voices.  Concern was also expressed about the frequency and duration of throat infections.

Good practice:

• To reduce the risk of straining the throat, opening greeting scripts should be broken into shorter segments, giving call handlers frequent micro-breaks while callers respond to their questions.
• Allow call handlers to drink at their workstations to ensure their throats are adequately lubricated.
• Call handlers should be encouraged to drink water or caffeine-free soft drinks to maintain hydration rather than tea or coffee or soft drinks containing caffeine which are diuretics.
• Stretching the neck and shoulders relieves tension. These exercises can be done at the workstation as well as during breaks. A prompt which appears on the screen from time to time may be a helpful reminder for call handlers to do these stretches.
• The risk of voice problems is greater when suffering from a cold. Assigning staff in these circumstances to tasks which do not involve speaking on the telephone reduces this risk.  (HSE)