Sound Masking -- A Boon For Call Centers
There's always a lot of noise in a call center. It doesn't matter how carefully you organize the workspace, or how advanced your equipment is. There will inevitably be some office noise to confront, think about, and ultimately minimize. Additionally, it's important to consider the issue of protecting your clients' privacy. If people hear lots of background chatter when they call your operators, they're more likely to think that their information isn't secure, and worry about possible fraud. Be sure to think about psychology, as well as ergonomics, when you put your call center together.
If your Call Center deals with any kind of customer service, you will be open to issues of call sensitivity. Offices everywhere that have customer service arms have to take this into consideration, whether the Call Center is off the campus of the company or in-house. This is also the case for military and government operations, corporate meeting areas in private corporations, or for contractors with clearances. Anywhere you deal with personal information you are open to risk.
Because of the unique properties of sound, it is able to pass through many materials such as parts of a building. If someone is intent on hearing the conversation of somebody else, they would likely be able to do this using machines specifically for this purpose. Also, privacy can only be kept if the most careful measures are taken to do so.
Attenuating sound is the usual method used to deal with high noise levels. This involves making the sound less intense by some means, most often spreading or absorbing the sounds that are made. Since the majority of firms cannot afford a complex sound attenuation apparatus, they use the more affordable method of sound masking.
Sound masking basically fills in the sound spectrum and makes speech less intelligible in given places. Usually confused with noise cancellation, sound masking will not truly change the frequency of a sound wave. It just covers it up. This technique of ensuring acoustic privacy is often the most effective in regard to the return on the investment.
Call centers can benefit in several ways. Conversations held there are more secure, and the equipment that guarantees this security is not obvious. Sound masking, when properly installed, will greatly improve the enivronment and actually reduce costs. Masking will also make it less likely that clients and customers will overhear personal and sensitive information that is spoken out loud.
Call Centers will benefit greatly from masking and workers' health will improve, since background noise is such a stressor. For the health of the employees, giving them a workplace environment protected from extraneous noises is vital. For both customers and employees, sound masking is a great help for all Call Centers.
Call centers, by definition, are noisy places. After all, everybody is talking! It is important,however, that this office noise not be allowed to define the business to the client. No one wants to think their personal information is at risk. Since sound can pass through almost all mediums, the office managers should consider sound masking. Masking doesn't cancel the sound but fills in the spaces of the spectrum so speech is not identifiable and the result is a white noise. Masking is more cost effective than other methods. The results are more pleasing to both the workers and the clients.
Published March 4th, 2009
Filed in Business