Sound Masking - Attenuating Sound At Work
A Call Center is a very noisy place. Regardless of how you position the workstations or how nice the call and audio equipment is, there's always going to be some office noise to contend with, noise to plan around, and noise to be eliminated. Moreover, there's always a sensitivity issue in conversation to contend with. If folks call a Call Center and sense chatter and background noise, they're likely to see the Center as a fly-by-night operation with a potential risk of fraud. Not only the ergonomics but also the psychology must govern construction of good Call Centers.
If the Call Center has to deal with any sort of customer service, you'll be dealing with issues of call sensitivity. Offices all over the place which have customer service arms must consider this factor, whether the Call Center is located off the company campus or is in-house. This is the case as well for government and military operations, contractors with clearances, or corporate meeting areas in private corporations. You are at risk in any place where you deal with personal info.
Sound travels in waves, and can pass through almost any surface - doors, windows, walls, ducts, etc. Although very sophisticated methods of masking can preserve privacy, someone using a sophisticated eavesdropping device may still succeed at eavesdropping.
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.
Basically, the benefits for the Call Centers are not just the safety of the conversations but also the lack of equipment intrusion. Sound masking, if installed properly, reduces costs for cubicle walls while also greatly enhancing the overall environment. It also reduces the risks of clients or customers overhearing other customers' private info when call center reps repeat it back to them.
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, 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