Devadas, Usha and Rajashekhar, B (2014) Acoustic and Auditory Perceptual Characteristics of Voice in Call Center Operators. Journal of AIISH - All India Institute of Speech and Hearing, 33. pp. 24-32.

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Abstract

The present study investigated di�erence in voice characteristics between Call Center Operators (CCOs) reporting symptoms of vocal attrition and no symptoms of vocal attrition using acoustic and auditory perceptual measures of voice evaluation. A self-reported questionnaire was used to identify the CCOs experiencing vocal attrition symptoms and no vocal at- trition symptoms. The acoustic analysis of voice performed using MDVP (Multi-Dimensional Voice Program) using phonation sample of vowel /a/. Evaluation of perceptual voice quality was made using Consensus Auditory Perceptual Evaluation of Voice (CAPE-V) scale. No signi�cant di�erence in acoustic voice parameters observed between male CCOs reporting vocal attrition symptoms and no vocal attrition symptoms,whereas, in female CCOs there was signi�cant di�erence (p = 0.023) in NHR between two groups. However, when the acoustic parameters of CCOs (male & female) were compared with Indian normative values there were signi�cant di�erences in some of the MDVP acou tic voice parameters. Auditory perceptual rating scores between the two groups (with vocal symptoms and without) overlapped considerably such that, a substantial number of CCOs who did not report of any vocal symptoms and those who did were identi�ed as having deviancy or normalcy in the perceptual vocal parameters respectively. Eventhough acoustic and auditory perceptual measures of voice are found to be very useful in estab-lishing voice quality impairment, the agreement between these measures and self-perceived vocal symptoms remains inconsistent and they can- not quantify the amount of vocal dysfunction experienced by an individual.

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