LRD guides and handbook September 2014

Health and safety law 2014

Chapter 8

Research highlights risk of voice damage in call centres

[ch 8: page 137]

Research commissioned by the Institute of Occupational Safety and Health (IOSH) in 2012 found that one in four call centre workers suffer voice problems because managers fail to protect their health properly. Sixty per cent complained of problems with making themselves heard against background noise and 41% said they could not be heard by the customer at the end of the phone. New starters, especially female, are particularly at risk.