There is no way to completely avoid the issue of noise at a call center, no matter how the cubicles are arranged or what kind of technology is employed. Office noise will always be present and must be minimized. In addition, personal and sensitive information will be in circulation and must be protected. Background chatter makes people believe that a call center and its clients are not trustworthy. A call center’s layout must be based around employee psychology and ergonomic design.

Cell sensitivity is important at any call center that provides any kind of customer service. This needs to be considered by any call center, whether it is independent or part of a larger corporate structure. This also applies to call centers that are parts of government and military organizations. This risk should also be taken into account for corporate meeting areas, contractors that carry security clearances, and anyone else who deals with sensitive information.

Sound travels and can be heard through almost any type of surface doors, windows and walls. Additionally, sophisticated eavesdropping devices can also make any private conversation be heard. Only very sophisticated methods can mask these sounds and allow individuals to get privacy.

Standard ways to create low-background-noise environments include creating rooms with high sound attenuation. Attentuation is usually accomlished by absorbing, scattering, or spreading out the sound. However, reducing sound this way can be expensive , so many organizations have found another, lower-cost alternative: sound masking.

Sound masking makes it tougher to identify speech by filling in spaces in the sound spectrum. Sound masking doesn’t change the frequency of sound waves, and should not be conflated with sound canceling. Masking covers up sound instead of making it impossible to hear. Masking tends to be the form of acoustic privacy that is the most cost-effective.

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 can greatly benefit from masking, and worker health will also be improved, in that background noise is a stressor. For health of employees, providing a workplace that is protected from extraneous noise is very important. For both employee and customer, then, sound masking is a boon to Call Centers.

Call Centers can have a lot of office noise. If people call into a Call Center and sense or notice background noise and chatter they are more apt to regard the Center as a fly-by-night operation and potential fraud risk. If your Call Center deals with any kind of customer service, you will be open to issues of call sensitivity. Sound masking makes it tougher to identify speech by filling in spaces in the sound spectrum, and doesn’t change the frequency of sound waves. White noise can enhance the overall environment.

- Frank Barnett

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