Vocal Hygiene Awareness and Voice Disorder Risk among Call Center Operators: A Mixed-Method Study in Nairobi, Kenya

Abstract

Objectives: Research on the relationship between vocal hygiene awareness and risk of behavioral voice disorders among call center operators in Kenya is limited. Accordingly, this study examined this relationship in a sample of call center operators in Nairobi City County, Kenya.
Methods: A mixed-methods sequential explanatory design was implemented in this study, comprising quantitative and qualitative data collection. 130 call center operators were surveyed using structured questionnaires, whereas qualitative data were collected from 15 interviews and 3 focus group discussions consisting of 8 participants each. The association between vocal hygiene awareness and the risk of behavioral voice disorder was analyzed using Pearson’s correlation and multiple regression. Thematic analysis was utilized to analyze qualitative data, providing supplemental information for the quantitative findings.
Results: The outcomes revealed a strong positive relationship (β = 0.184, p = 0.006) between vocal hygiene awareness and the risk of behavioral voice disorders. It was also found that workload and scheduling had a statistically significant relationship with increased risk of behavioral voice disorders (β = 0.839, p < 0.001). Contrastingly, workplace environment (β = -0.098, p = 0.375) and organizational support (β = -0.118, p = 0.308) demonstrated significant negative associations with the risk of behavioral voice disorders.
Conclusions: This study supports the relationship between vocal hygiene awareness and risk of behavioral voice disorders. However, it also finds that workload and scheduling are significant mediating factors in this relationship.
Contribution to Health Promotion
• Call center operators are at increased risk of behavioral voice disorders due to the vocal demands of their occupations.
• Workplace factors contribute to voice strain.
• This study found a strong relationship between vocal hygiene awareness and risk of behavioral voice disorders among call center operators in Nairobi County.
• Workload and scheduling were found to influence the relationship between CCOs’ job requirements, Ethical Consideration vocal hygiene awareness and risk of behavioral voice disorders.
• This study supports the need for integrated interventions such as vocal hygiene training to enhance awareness and develop policies on voice use to improve vocal health among call center operators.