Call Centers and Sound

                                                                                         

If you have worked in a call center, you know how noisy it can get with numerous operators and telephones. If you are on the other end of the phone with somebody at a call center, it also can be quite frustrating with all of the background sound. There are solutions for those who own or operate call centers that will help provide low background noise for operators so they can work at peak efficiency. Such solutions would be a professional soundproofing treatment.

In soundproofing, there are two distinct treatment options that can clean your room acoustically and help protect the phone operators from one another's voices in a call center design. No it doesn’t mean putting rugs on the ceiling or egg crates on the walls. Even though some say such quick fixes work, they don’t.

For a professional treatment that does work, the first line of order would be to install a sound masking system designed to raise the level of background noise and protect each operator by disguising one another's voices. This form of background noise is soothing, not irritating, much like the sound of airflow from a low running fan. By raising the background noise, individual voice reflections become less distinctive, affording better protection for a room filled with phone bank operators.

The alternative treatment is to attack the background noise, capture it and convert it out of the room. This is accomplished through the installation of a set of sound panels designed to be anchored to the perimeter walls around the room and as backdrop insets within the cubicle desks. This treatment lowers the amount of sound reflection in the room, cleaning out the background noise, and delivering less voice reflection from one operator to the next.

What are the results? Any sound isolation or containment treatment will deliver a stronger acoustic break between operators. Results will vary depending on several options including the size, shape and surface texture of the room. Those opting for absorption panels can reasonably expect to absorb up to 85% of human voice reflections, delivering cleaner acoustics in the room with less background noise interfering with the phone work. The sound masking system will manufacture greater oral privacy by disguising human voice conversations and produce the targeted background decibel level of 45 dBa.

In the end, your operators can hear the people they are trying to communicate with and focus on their call without being distracted by the operator next to them. This in turn leads to better communication and results for all.

About the author:
Mark Rustad is President of NetWell Noise Control, based in Minneapolis, MN. Founded in 1991, NetWell is a leading supplier of ceiling tiles, acoustic products, sound proofing treatments, and online acoustical consulting services. NetWell’s sound management skills are packaged into the industry’s premier website. For more information, please visit eSoundproof.com. Discover first hand why so much of NetWell’s business stems from the referrals and repeat orders they receive from satisfied clients around the world.


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