耳機麥克風類型與音量大小對於電話客服人員聽力損失之效應

Effects of Headphone Types and Sound Volume on Hearing Loss of Telephone Customer Service Workers

吳水丕(Swei-Pi Wu) ； 張勝傑(Sheng-Chieh Chang)

《工作與休閒學刊》 2卷2期 (2011/07) Pp. 165-174

https://doi.org/10.6848/JWL.201107_2(2).0006

摘要

科技進步帶動產業迅速的發展，諸如信用卡中心、電視購物、電信業等現代產業，皆在海內外設立多處24小時電話客服中心以期能快速爲顧客提供服務，進而增加客戶滿意度，提昇企業形象。但是逐年增加的電話客服人員除了即將面臨到一般辦公室作業的肌肉骨骼傷害之外，長時間的接聽電話而爲聽力所帶來的傷害亦不容忽視。因此，如何就人因的觀點來調查電話客服人員的聽力損失狀況和風險因子，再近一步進行實驗性的研究以釐清主要的影響變項，以提供相關單位作爲參考，乃本研究之主要目的。本研究乃探討耳機麥克風類型及音量大小對於電話客服人員在接聽客戶來電時對於作業績效和聽閾移轉的影響。本研究共甄募10名女性受試者參與實驗，實驗內容則採用收聽錄音的方式來模擬客戶來電之情形，於實驗前後進行聽力檢查以了解聽力分佈之情形。自變項爲耳機麥克風類型（頭戴／耳掛式）音量大小（60/70/80/90分貝）等共計8種組合，以隨機的順序進行實驗，依變項爲作業績效（以答題正確率爲代表）、聽閾移轉（以實驗前後聽力的差異值爲代表）和主觀舒適評量，資料蒐集後經統計分析結果發現：作業績效顯著受到耳機麥克風類型及音量大小的影響，以耳掛式／70分貝之組合的平均正確率最高(97.97%)，頭戴式／80分貝次之(97.19%)；在聽閾移轉部分，發現在6000Hz頻段的聽閾移轉值顯著受到耳機麥克風類型的影響，聽閾移轉平均值則以頭戴式／60分貝影響聽力最大（2.42分貝），頭戴式／90分貝次之（2.33分貝），而以耳掛式／70分貝影響最小（0.58分貝）。最後，發現主觀舒適評量顯著受到音量大小的影響，以80分貝最佳，但與70及60分貝無顯著差異，90分貝則最差，至於耳機麥克風類型則沒有顯著效應；平均而言，以頭戴式／80分貝的最受喜愛(5.06)，耳掛式／80分貝次之，頭戴式／90分貝最不受喜愛。

關鍵字

聽力損失 ； 電話客服人員 ； 人因介入 ； 聽閾移轉

並列摘要

Technology advancement has brought faster development for modern industry such as credit card service center, TV shopping network, and telecommunications. They have installed many 24-hour telephone customer services domestically and internationally to provide timely assistance to their customers in order to increase their satisfaction and promote the image of business. However, the increasing workforce of telephone customer service needs to face the musculoskeletal injuries common to office workers as well as the problem of hearing loss resulting from receiving phone calls over an extended period of time. This study aims to investigate, from the perspectives of ergonomics, the condition of hearing loss among the telephone customer service workers and the associated risk factors, followed by the identification of major influencing variables via an experimental research, in order to provide useful information to relevant government authorities for consideration in policy development.This study aims to explore the effects of the type of headphone and the volume of the sound on the performance of work when answering phones from customers and the shifting of hearing threshold for the customer service workers. Ten female subjects were recruited in this study. The experiment adopted controlled audio-recording to simulate phone calls from customers and to examine their hearing capability before and after experiment so to evaluate the distribution of hearing capacity among these workers. The independent variables include: headphone types (head-worn or ear-hanging) and sound volume (60/70/80/90 decibels). Each subjects performed eight treatments in a random sequence. The dependent variables include: work performance (shown by answering questions correctly), the shifting of hearing threshold (shown by the discrepancy of hearing capacity before and after experiment) and subjective comfort rating. After data collection, the statistical analysis results show: There is significant influence on work performance by the type of headphone and sound volume. The combination of ear hanging/70 decibel has the highest average recall rate (97.97%); head worn/80 decibel (97.19%) the next; for the shift of hearing threshold, there is significant influence on the shift of hearing threshold value at 6000 Hz frequency by the type of headphone/microphone. As to the average value of hearing threshold shifting, head worn/60dicibel headphone has the greatest effect on hearing capacity (2.42 decibel), head worn/90 decibel the next (2.33 decibel), and ear hanging/70 decibel the least (0.58 decibel). Finally, there is significant influence on subjective comfort evaluation by volume with the best performance in 80 decibel, no significant difference in 70/60 decibel and the worst performance in 90 decibel. There is no significant effect by the type of headphone types. In average, head worn/80 decibel is the most favorable (5.06), ear hanging/80 decibel the next, and head worn/90 decibel the most unfavorable.

並列關鍵字

Hearing loss ； Telephone customer service worker ； Ergonomic intervention ； Hearing threshold shift