Behind the Headset: Predictive Accuracy of Patient-Reported Outcome Measures for Voice Symptoms in Call Centers

Detrás de los auriculares: precisión predictiva de las medidas de resultados informadas por el paciente para los síntomas de voz en call centers

Published 2024-01-29 — Updated on 2024-02-03

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Vol. 6 No. 1 (2024)
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Research Article
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Behind the Headset: Predictive Accuracy of Patient-Reported Outcome Measures for Voice Symptoms in Call Centers. Rev. Investig. Innov. Cienc. Salud [Internet]. 2024 Feb. 3 [cited 2024 Dec. 4];6(1):44-72. Available from: https://riics.info/index.php/RCMC/article/view/240
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https://doi.org/10.46634/riics.240
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This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

Adrián Castillo-Allendes
Department of Communicative Sciences and Disorders; Michigan State University; East Lansing; Michigan; United States. / Department of Communication Sciences and Disorders; The University of Iowa; Iowa City; United States
    https://orcid.org/0000-0002-9511-6203
    Lady Catherine Cantor-Cutiva
    Department of Communication Sciences and Disorders; The University of Iowa; Iowa City; United Sta
      https://orcid.org/0000-0002-4530-4345
      Eduardo Fuentes-López
      Department of Health Sciences; School of Medicine; Pontificia Universidad Católica de Chile; Santiago; Chile
        https://orcid.org/0000-0002-0141-0226
        Eric J. Hunter
        Department of Communication Sciences and Disorders; The University of Iowa; Iowa City; United States
          https://orcid.org/0000-0001-5571-464X
          Show authors biography

          Objective. This study examines factors predicting self-reported voice symptoms in call center workers.

          Methods. Multivariate analysis and predictive modeling assess personal, work-related, acoustic, and behavioral factors. Generalized Linear Models (GLMs) and Receiver Operating Characteristic (ROC) curves are employed.

          Results. Age and sleep patterns impacted voice quality and effort, while workplace factors influenced symptom perception. Unhealthy vocal behaviors related to tense voice and increased effort, while hydration was protective. Voice acoustics showed diagnostic potential, supported by ROC data. These findings emphasize voice symptom complexity in call center professionals, necessitating comprehensive assessment.

          Limitations. This study recognizes its limitations, including a moderate-sized convenience sample and reliance on PROM metrics. Future research should incorporate more objective measures in addition to self-reports and acoustic analysis.

          Value. This research provides novel insights into the interplay of personal, occupational, and voice-related factors in developing voice symptoms among call center workers. Predictive modeling enhances risk assessment and understanding of individual susceptibility to voice disorders.

          Conclusion. Results show associations between various factors and self-reported voice symptoms. Protective factors include sleeping more than six hours and consistent hydration, whereas risk factors include working conditions, such as location and behaviors like smoking. Diagnostic models indicate good accuracy for some voice symptom PROMs, emphasizing the need for comprehensive models considering work factors, vocal behaviors, and acoustic parameters to understand voice issues complexity.

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