Why call centre workers are at risk

HSE's work-related stress guidance names demands, control and support as key factors, and call handling often combines high demand with low control. Talking for most of a shift strains the voice, and the NHS notes that overuse is a common cause of laryngitis. Headsets bring sound close to the ear, and sudden loud noises on the line can cause discomfort. Workstations are display screen equipment and need the same care as any office.

01Voice strain

Speaking continuously, often over background noise and with air conditioning drying the throat, tires the vocal cords. Hoarseness at the end of a shift is a sign the voice needs more rest and support.

What helps

  • Drink water regularly at your desk.
  • Use a good-quality noise-cancelling microphone so you do not need to raise your voice.
  • Use breaks to rest your voice, not just to talk.
  • Ask for reduced call time when you have a cold or sore throat.

02Headset hearing risks

Prolonged headset use at high volume, and sudden loud sounds on a line, can cause discomfort, tinnitus or symptoms sometimes described as acoustic shock. WHO advises keeping listening volumes moderate.

What helps

  • Use headsets with acoustic limiters and keep volume as low as you can.
  • Alternate ears if using a single-ear headset.
  • Remove the headset if you hear a loud tone and report the incident.
  • Keep personal headsets clean and well fitted.

03Stress, abusive calls and sitting

Call targets, monitoring and hostile callers create sustained pressure. Long periods seated at a screen bring neck, back and eye strain. HSE's display screen guidance requires workstation assessments and breaks.

What helps

  • Use the procedure to end abusive calls and take time to reset afterwards.
  • Talk to a team leader about targets that are not achievable.
  • Set up chair, screen and keyboard properly and stand up between call blocks.
  • Look away from the screen into the distance regularly.

Weekly checklist for call centre workers

  • Keep a water bottle at your desk for every shift.
  • Check headset volume at the start of each shift.
  • Stand and move during every break.
  • Debrief with a colleague after a difficult call.
  • Do at least 150 minutes of activity across the week.
  • Keep one evening free of screens.

When to see a professional

  • Hoarseness lasting more than three weeks.
  • Ear pain, ringing, sensitivity to sound or hearing change after a loud incident.
  • Stress, anxiety or low mood lasting two weeks or more.
  • Neck, shoulder or back pain that persists.

Sudden hearing loss needs urgent medical assessment. If you have thoughts of harming yourself, contact your local emergency number or a crisis line.

Where ONU fits

ONU brings your sleep, activity and recovery trends together, so you can see how many of your days are mostly seated and how shift patterns affect your sleep. It does not measure stress or test hearing or voice.

Try ONU Health today

Common questions

What is acoustic shock?

It describes symptoms such as ear pain, ringing or sound sensitivity that some headset users report after a sudden loud sound on a line. Acoustic limiters and reporting incidents help.

How can I protect my voice on long shifts?

Stay hydrated, use a good microphone so you do not raise your voice, rest your voice during breaks, and avoid clearing your throat repeatedly.

Are call centre workers entitled to breaks from the screen?

Display screen guidance in many countries asks employers to plan work so screen use is broken up with breaks or changes of activity.

Sources and further reading

Educational information drawn from the public-health sources listed on this page. It is not a diagnosis, a treatment plan or a guarantee that you will avoid an illness or injury. ONU does not diagnose, treat or prevent disease. Speak to a qualified professional about anything that concerns you, and follow the rules of your employer, sport or local health service.