I took part in a live discussion on BBC Radio 4’s ‘You and Yours’ programme following the launch of findings from a new study launched by the Institution of Occupational Safety and Health (IOSH) which reports that one in four employees are suffering as a consequence of their work. 

 
As a society we are increasingly using mobile devices to contact organisations. This can provide a greater challenge for front-line agents. Calls are increasingly complex as customers are more likely to self-serve simple transactions. During this tight economic climate companies are eager to retain as many customers as possible and there is a direct link between this and the performance of their business.
 
The research led by Dr Diane Hazlett from the University of Ulster shows that around one in 10 were diagnosed with a voice problem, while a tenth said their work was now suffering because of the stress placed on their vocal cords. Of the call agents surveyed, 60 per cent reported having difficulty making themselves heard against background noise and 41 per cent said they had failed to be heard by the customer on the other end of the line. More than one in three call agents said that their voice was hoarse often or very often. The study recommends that policies on voice care should exist in all call centre environments, and should be reviewed regularly. It also suggests that educating staff on voice care issues allows them to become more aware of the risks they face and how they can be prevented. 
 
During this difficult economic climate there has never been a more important time for organisations to check that their front-line advisers are properly equipped to provide the best customer service and I would urge organisations to be vigilant with the voice health of contact centre agents
 
If you would like to find out more about the report or the issues it touches on, please get in touch.