6 September 2004 - Growing Problem for Call Centre Workers Suffering from Repetitive Voice Injury
The Trades Union Congress (TUC) and the Royal College of Speech and Language Therapists have been highlighting the dangers of voice strain and loss - Repetitive Voice Injury - in call centres.
It has been recognised by the UK Government that occupational voice loss as an injury qualifying for industrial injuries benefit in teachers and other workers who have to speak a great deal whilst at work. Whilst teachers have been the most common professional group to require speech therapy, the TUC claim that "call centre workers have now become the fastest growing “at risk” sector."
Paul Carding, a professor of voice pathology and national adviser to the college commented:
“There is increasing evidence of people taking time off because if they can't use their voice they can't work. At its most severe these people can't hold down a job. They have pushed their voice to the absolute limit. In some cases, voices really struggle to recover.”
The TUC Hazards Magazine has issued a checklist:
Speak up! Improve your prospects of surviving a hard day's talking
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Negotiate an agreement for set maximum hours of voice-based work per day.
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Ensure your employer reduces the levels of background noise so you do not have to raise your voice to be heard.
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Take regular rest breaks and drink plenty of fresh water to lubricate your throat (caffeine and alcohol are drying agents).
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Negotiate working patterns which reduce stress levels - the Approved Code of Practice to the Management of Health and Safety at Work Regulations requires that employers "adapt work to the individual" including modifying working methods and designing out "monotonous work and work at a pre-determined rate."
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Ensure your employer provides a working environment which is at a comfortable temperature and humidity (Workplace Health, Safety and Welfare Regulations 1992).
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Ensure your employer has controlled dust and chemicals properly, as they can dry and inflame the mucous membranes of the vocal tract.
Both teaching and call centre unions have issued guidance to their members which can be found on the Voice loss - Hazards Magazine page.
