Every day there is more knowledge about the voice as a key element in job performance.Different economic sectors have developed communication strategies that involve personaladvice and costumer service through telephone call centers; hence increasing the reporting ofvocal symptoms in workers. The aim of this study was to determine the prevalence of voicesymptoms in call center agents, and its associated factors such as the medical, occupationaland extra-occupational history. This research was done through a survey with a randomizedsample with a population of 495 workers from the International Organization Sanitas -Fonosanitas-Call Center in Bogotá, Colombia. It is necessary to highlight that in Colombiathere is no data or statistics about this issue. The results show that 91.3% of the total callcenter agents reported at least two out of a total of 11 voice symptoms. Both men and womenequally reported these symptoms, although there were more women in the sample (64.2%) .Among the findings, the main symptom was the sensation of mucus in the throat 72%,followed by strained voice 59.2% and hoarsen voice 51.6%, These symptoms were mostlynoticed at the end of the workday 62.6%, and 54% of the workers noticed a gradualdeterioration throughout the day. The biological factors with the greatest statisticalsignificance were the upper respiratory diseases, gastroesophageal reflux, neck tension andthyroid disease. The work environment characteristics could raise the prevalence of thesesymptoms, leading to an increase of disabilities, thus affecting productivity.
