Benefits of speech therapy intervention in a call center: literature review

Detalhes bibliográficos
Autor(a) principal: Melo, Vanusa Campos de
Data de Publicação: 2021
Outros Autores: Oliveira, Gleiser Wesley Pires, Farias, Ruth Raquel Soares de
Tipo de documento: Artigo
Idioma: por
Título da fonte: Research, Society and Development
DOI: 10.33448/rsd-v10i15.23215
Texto Completo: https://rsdjournal.org/index.php/rsd/article/view/23215
Resumo: Teleservice has gained ample space in Brazil through the advent of call centers, responsible for outsourcing the business sectors, generating a change in the interaction with customers through telephones. Thus, the voice often used in this type of work must be clear, as from the moment its production is characterized by an adequate intensity and projection, it causes an adequate vocal performance for professionals working in the telemarketing area. The objective of the research is to analyze the main benefits of speech therapy intervention in a call center. To substantiate the research, it was necessary to carry out an integrative literature review, analyzing theories about the correct use of professionals working in call centers. For the selection of research sources, the databases of Scielo, Pubmed and Capes were used, using sources produced between the years 2012 to 2021, with the search carried out between the months of August and October of the year 2021. By Through the research, it was possible to evidence several benefits of speech therapy for the health of call center professionals, emphasizing better ways of using the voice, thus avoiding coughing, hoarseness, among other problems.
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spelling Benefits of speech therapy intervention in a call center: literature reviewBeneficios de la intervención de logopedia en un centro de llamadas: revisión de la literaturaBenefícios da intervenção fonoaudiológica em call center: revisão de literatura TelemarketingSaludVoz.TelemarketingHealthVoice.TelemarketingSaúdeVoz.Teleservice has gained ample space in Brazil through the advent of call centers, responsible for outsourcing the business sectors, generating a change in the interaction with customers through telephones. Thus, the voice often used in this type of work must be clear, as from the moment its production is characterized by an adequate intensity and projection, it causes an adequate vocal performance for professionals working in the telemarketing area. The objective of the research is to analyze the main benefits of speech therapy intervention in a call center. To substantiate the research, it was necessary to carry out an integrative literature review, analyzing theories about the correct use of professionals working in call centers. For the selection of research sources, the databases of Scielo, Pubmed and Capes were used, using sources produced between the years 2012 to 2021, with the search carried out between the months of August and October of the year 2021. By Through the research, it was possible to evidence several benefits of speech therapy for the health of call center professionals, emphasizing better ways of using the voice, thus avoiding coughing, hoarseness, among other problems.Teleservice ha ganado un amplio espacio en Brasil a través del advenimiento de los call center, responsables de la tercerización de los sectores comerciales, generando un cambio en la interacción con los clientes a través de los teléfonos. Así, la voz que se utiliza con frecuencia en este tipo de trabajos debe ser clara, ya que desde el momento en que su producción se caracteriza por una adecuada intensidad y proyección, provoca una adecuada interpretación vocal para los profesionales que laboran en el área de telemarketing. El objetivo de la investigación es analizar los principales beneficios de la intervención logopédica en un call center. Para fundamentar la investigación fue necesario realizar una revisión integradora de la literatura, analizando teorías sobre el uso correcto de los profesionales que trabajan en los call centers. Para la selección de las fuentes de investigación se utilizaron las bases de datos de Scielo, Pubmed y Capes, utilizando fuentes producidas entre los años 2012 a 2021, con la búsqueda realizada entre los meses de agosto y octubre del año 2021. Por A través de la investigación, se pudo evidenciar varios beneficios de la logopedia para la salud de los profesionales de call center, enfatizando mejores formas de usar la voz, evitando así tos, ronquera, entre otros problemas.O teleatendimento vem conseguindo um amplo espaço no Brasil por meio do advento dos call centers, responsável pela terceirização dos setores empresariais gerando uma mudança na interação com os clientes por meio de telefones.  Assim, a voz muito usada nesse tipo de trabalho devendo ser clara, pois a partir do momento em que sua produção ocorre caracterizada por uma intensidade e uma projeção de modo adequado, ocasiona um desempenho vocal adequado para os profissionais que atuam na área do telemarketing. O objetivo da pesquisa consiste em analisar os principais benefícios da intervenção fonoaudiológica em call Center. Para a fundamentação da pesquisa foi necessário realizar uma revisão bibliográfica do tipo integrativa, analisando teorias sobre a forma correta da utilização de profissionais que trabalham em call Center. Para a seleção das fontes de pesquisa recorreu-se as bases de dados da Scielo, da Pubmed e Capes, utilizando fontes produzidas entre os anos de 2012 a 2021, sendo a busca realizada entre os meses de agosto e outubro do ano de 2021. Por meio da pesquisa foi possível evidenciar vários benefícios da fonoaudiologia para a saúde dos profissionais de call Center, ressaltando-se melhores formas de utilização da voz, evitando, assim, a tosse, a rouquidão, dentre outros problemas.Research, Society and Development2021-11-26info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://rsdjournal.org/index.php/rsd/article/view/2321510.33448/rsd-v10i15.23215Research, Society and Development; Vol. 10 No. 15; e570101523215Research, Society and Development; Vol. 10 Núm. 15; e570101523215Research, Society and Development; v. 10 n. 15; e5701015232152525-3409reponame:Research, Society and Developmentinstname:Universidade Federal de Itajubá (UNIFEI)instacron:UNIFEIporhttps://rsdjournal.org/index.php/rsd/article/view/23215/20300Copyright (c) 2021 Vanusa Campos de Melo; Gleiser Wesley Pires Oliveira; Ruth Raquel Soares de Fariashttps://creativecommons.org/licenses/by/4.0info:eu-repo/semantics/openAccessMelo, Vanusa Campos de Oliveira, Gleiser Wesley Pires Farias, Ruth Raquel Soares de 2021-12-06T10:13:53Zoai:ojs.pkp.sfu.ca:article/23215Revistahttps://rsdjournal.org/index.php/rsd/indexPUBhttps://rsdjournal.org/index.php/rsd/oairsd.articles@gmail.com2525-34092525-3409opendoar:2024-01-17T09:42:09.483643Research, Society and Development - Universidade Federal de Itajubá (UNIFEI)false
dc.title.none.fl_str_mv Benefits of speech therapy intervention in a call center: literature review
Beneficios de la intervención de logopedia en un centro de llamadas: revisión de la literatura
Benefícios da intervenção fonoaudiológica em call center: revisão de literatura
title Benefits of speech therapy intervention in a call center: literature review
spellingShingle Benefits of speech therapy intervention in a call center: literature review
Benefits of speech therapy intervention in a call center: literature review
Melo, Vanusa Campos de
Telemarketing
Salud
Voz.
Telemarketing
Health
Voice.
Telemarketing
Saúde
Voz.
Melo, Vanusa Campos de
Telemarketing
Salud
Voz.
Telemarketing
Health
Voice.
Telemarketing
Saúde
Voz.
title_short Benefits of speech therapy intervention in a call center: literature review
title_full Benefits of speech therapy intervention in a call center: literature review
title_fullStr Benefits of speech therapy intervention in a call center: literature review
Benefits of speech therapy intervention in a call center: literature review
title_full_unstemmed Benefits of speech therapy intervention in a call center: literature review
Benefits of speech therapy intervention in a call center: literature review
title_sort Benefits of speech therapy intervention in a call center: literature review
author Melo, Vanusa Campos de
author_facet Melo, Vanusa Campos de
Melo, Vanusa Campos de
Oliveira, Gleiser Wesley Pires
Farias, Ruth Raquel Soares de
Oliveira, Gleiser Wesley Pires
Farias, Ruth Raquel Soares de
author_role author
author2 Oliveira, Gleiser Wesley Pires
Farias, Ruth Raquel Soares de
author2_role author
author
dc.contributor.author.fl_str_mv Melo, Vanusa Campos de
Oliveira, Gleiser Wesley Pires
Farias, Ruth Raquel Soares de
dc.subject.por.fl_str_mv Telemarketing
Salud
Voz.
Telemarketing
Health
Voice.
Telemarketing
Saúde
Voz.
topic Telemarketing
Salud
Voz.
Telemarketing
Health
Voice.
Telemarketing
Saúde
Voz.
description Teleservice has gained ample space in Brazil through the advent of call centers, responsible for outsourcing the business sectors, generating a change in the interaction with customers through telephones. Thus, the voice often used in this type of work must be clear, as from the moment its production is characterized by an adequate intensity and projection, it causes an adequate vocal performance for professionals working in the telemarketing area. The objective of the research is to analyze the main benefits of speech therapy intervention in a call center. To substantiate the research, it was necessary to carry out an integrative literature review, analyzing theories about the correct use of professionals working in call centers. For the selection of research sources, the databases of Scielo, Pubmed and Capes were used, using sources produced between the years 2012 to 2021, with the search carried out between the months of August and October of the year 2021. By Through the research, it was possible to evidence several benefits of speech therapy for the health of call center professionals, emphasizing better ways of using the voice, thus avoiding coughing, hoarseness, among other problems.
publishDate 2021
dc.date.none.fl_str_mv 2021-11-26
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://rsdjournal.org/index.php/rsd/article/view/23215
10.33448/rsd-v10i15.23215
url https://rsdjournal.org/index.php/rsd/article/view/23215
identifier_str_mv 10.33448/rsd-v10i15.23215
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://rsdjournal.org/index.php/rsd/article/view/23215/20300
dc.rights.driver.fl_str_mv https://creativecommons.org/licenses/by/4.0
info:eu-repo/semantics/openAccess
rights_invalid_str_mv https://creativecommons.org/licenses/by/4.0
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Research, Society and Development
publisher.none.fl_str_mv Research, Society and Development
dc.source.none.fl_str_mv Research, Society and Development; Vol. 10 No. 15; e570101523215
Research, Society and Development; Vol. 10 Núm. 15; e570101523215
Research, Society and Development; v. 10 n. 15; e570101523215
2525-3409
reponame:Research, Society and Development
instname:Universidade Federal de Itajubá (UNIFEI)
instacron:UNIFEI
instname_str Universidade Federal de Itajubá (UNIFEI)
instacron_str UNIFEI
institution UNIFEI
reponame_str Research, Society and Development
collection Research, Society and Development
repository.name.fl_str_mv Research, Society and Development - Universidade Federal de Itajubá (UNIFEI)
repository.mail.fl_str_mv rsd.articles@gmail.com
_version_ 1822178625041989632
dc.identifier.doi.none.fl_str_mv 10.33448/rsd-v10i15.23215

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