Occupational voice demands and their impact on the call-centre industry
- Appendix 2: Working from a telecentre. // New Ways of Working;3/3/2000, p81
A summary on the application of flexible working policy in call centers that relates to articles that appeared in the March 2000 issue of the book "New Ways of Working" is presented.
- THE RIGHT CALL. Flack, Jo-Anne // Marketing Week;7/12/2001, Vol. 24 Issue 22, p39
Examines problems, challenges and growth prospects in the British call center industry. Rising number of call center workers; Work-related complaints by telemarketers; Criticism against the view of call centers and workers as commodities; Pressures imposed on workers; Questions on the nature of...
- VOICE CONCERNS. Wilson, Richenda // Marketing Week;2/14/2002, Vol. 25 Issue 7, p49
Reports the importance of voice quality in telemarketing in Great Britain. Concerns health and safety of call centers on the prevention of voice damage; Issuance of tips on the reduction of stress and voice damage; Consideration on the flexibility of voice to the scripts.
- Protect Your Vocal Cords. // Customers First;Dec2011, Vol. 16 Issue 12, p6
The article offers tips that customer service representatives can consider to prevent over-worked vocal cords and maintain the perfect tone when conversing with a customer, such as drinking plenty of water and performing a voice downtime by not talking at all for a few minutes a day.
- Where Do SLPs With Voice Expertise Work? // ASHA Leader;Feb2016, Vol. 21 Issue 2, p28
A chart is presented that shows areas where speech-language pathologists (SLP) with voice expertise work, which include schools, non-residential health care facilities, and hospitals.
- WOMEN'S WORK: THE HOME, THE WORKPLACE, AND THE SPACES BETWEEN. Carter, Perry; Butler, David // Industrial Geographer;Fall2008, Vol. 5 Issue 2, p3
This paper explores women's travel behaviors during their commutes from home to work. The type of women's work being examined in this study is the rapidly developing customer information services industry -- call centers. As in most of the industry, the call centers in this study employ a...
- Call centres: the new factories. Slee, Chris // Green Left Weekly;1/30/2013, Issue 951, p10
The article discusses the reasons behind the stressful environment for employees in call centers which include micromanagement, lack of proper training sessions and inadequate computer systems.
- Call centre staff hit by 'repetitive voice injury'. // Utility Week;10/8/2004, Vol. 23 Issue 12, p30
Reports on the repititive voice injury that affects call centre workers in Great Britain in 2004. Increase in the number of call centre workers who were being referred to speech therapists according to the Royal College of Speech and Language Therapists; Views of Paul Carding, a professor of...
- Workplace fatalities. // Economic Trends (07482922);Apr97, p13
Reports on the decline in the number of workplace fatalities in the United States. Change in composition of fatalities; Occupations with a high incidence of workplace deaths in 1995; Data on workplace fatalities by event or exposure and by occupation.