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Audio considerations in contact centers/call centers.

I have worked in and around contact centers for more than 20 years. I am amazed that companies still don't pay much attention to the acoustics of the contact center environments. I can hear background noise in at least 50% of the companies I call for support or questions. This is generally blamed on poor headsets or improper headset microphone placement. Even in locations where the customer isn't hearing the background noise, the associates are experiencing audio levels that most likely impact productivity. I would like to see a consulting company that works with these environments to improve the experience of the customer and associate while improving productivity through the reduction of ambient audio levels.

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    Feb 14 2013: Improving the customer-experience should go hand-in-hand with improving working conditions. I definitely agree to your argument here. I personally love to be working in an acoustically-engineered spaces than working in noisy environments, unless you are working in a rock-band or a musical group. Productivity definitely goes up.
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    Feb 10 2013: As a person who frequently calls call centers, I rarely find background noise annoying, actually I rarely hear any. Whether the associates are being bothered by noise I can't hear, I don't know. I've never gotten the sense that they were being bothered by it while talking to me.

    I'm glad you started this convo. John, what do you do with my experience that rather contradicts your position?
    • Feb 10 2013: Greg,
      I am happy to hear that you have had good experiences when contacting organizations through the contact center channel. Your opinion as a user is very important and certainly supports the fact that there are companies that do a very good job of managing background noise for their customers. This very important as it usually results in a more positive experience for the customer.

      I look forward to hearing the experiences of others to see if there is a need for attention to acoustics beyond the environments that I have experienced.