11 Ways To Decrease Background Noise In Customer Contact Centers

Customer care centers are set up for all industries so that users can provide direct feedback and deliver their queries to the concerned people. Customer care centers also serve the purpose of resolving any type of issues or concerns faced by the users which prove to be very helpful for them and save their time. In order to function efficiently in a call center it is important for call center agents to be able to convey and receive all the communications clearly so that they can listen to what customers are saying and address their problems accordingly. Noise canceling headsets have been specifically designed in order to reduce background noises and make conversations disturbance free. The steps which must be taken in order to minimize background noise in a customer contact center are listed below:

Invest in good quality headsets

The most important factor which can reduce background noise in a call center is a high quality noise cancelling headset which minimizes the extra background noises and enables the call center agents to communicate without being bothered by the unnecessary noises. A lot of headsets options have been introduced in the market including corded, wireless, Bluetooth, etc. The modern headsets are well equipped with high quality features which assure the users that their work responsibilities are carried out efficiently and effectively. The headsets well equipped with noise cancelling headsets cancel out all the sounds in the environment and the caller and the call center agent both can her each other clearly without any disturbance.

Noise canceling headsets are well equipped with microphones which are responsible for conveying crystal clear audio to the other end of the call and ensure that the customer can understand the agent’s instructions clearly. This enhances customer satisfaction which leads to an improvement in the reputation of the organization and an enhanced productivity.

Noise canceling headsets are also healthy for users as using these headsets call center agents can hear the conversations clearly without requiring to turn up the volume to the maximum level which saves the users from any kind of health hazards causing by high frequency calls. Noise canceling headsets provide complete isolation to the users and enable them to have a better focus and enable them to perform better.

The top noise cancelling headsets are listed below:

·         Philips Fidelio NC1

·         Bose Quiet Comfort 35

·         Sony MDR-1000X

·         Bose Quiet Comfort 25

·         Plantronics Back Beat Pro 2

·         Sennheiser Momentum 2.0 Wireless

·         Bose Quiet Control 30

·         Samsung Level On Pro

·         Sennheiser PXC 550

·         Sony H.ear On MDR-100ABN

Listen back to your calls to check for background noise

Users must listen to their recorded calls so that they can have a better idea about the level of background noises which are being heard during the call and device ways to improve the quality of calls.

Seat same-shift agents together

The customer care agents belonging to same shift must be seated together in order to minimize disturbance and noises when the shift timings end or the new shift timings start.

Use a series of doors and corridors to separate working areas

The working areas of agents belonging to different departments or teams must be separated using a series of door or corridors so that the crowded environments are avoided and calmness persist which lessens background noises.

Provide agents with padded sides cubicles

The environmental noises are reduced if the agents in a call center are provided with cubicles having padded sides.

Email each other instead of shouting across the office

In order to reduce noises in a customer care center the agents must interact with each other through email .This results in reduced noises as well as a record of the conversations is also kept for future use.

Separate agents with glass partitions

Call center agents must be separated from each other though wooden or glass cabins so that they are not bothered by each other’s conversations and their tasks are carried out seamlessly.

Do not allow mobile phones on the floor

Mobile phones must not be allowed on the floor so that people working are not bothered by the calls or personal conversations of other people. The incoming call or messages or any other notifications received on the mobile phones causes disturbance for other people sitting in the same are so mobile phone usage must not be allowed. In addition to that mobile phone signals can also disrupt headsets signals and affect the audio quality.

Create a designated area for having conversations

A designated area must be kept for having team meetings or group discussions so that other people attending to customer calls r not bothered by conversations of people. This step will also encourage call center agents to concentrate on their work fully.

Have a web chat system available to agents and supervisors

A web chat system must be available on all the work stations of the customer care representatives so that they can have conference meetings and work related discussions through these platforms and avoid creating disturbance to other call centers.

Discourage agents from holding discussions behind working agents

Call center agents must be discouraged from carrying out conversations or discussions standing behind other call center agents as this might affect their performance and distract them from the task at hand. The call center agents must be provided with a noise free peaceful environment so that they can carry out their responsibilities efficiently.

All the above mentioned factors must be taken into account in order to enhance performance and productivity of the call center agents and ensuring that the background noises are reduced to a minimum level. A peaceful and noise free environment is important for customer care agents to perform to the best of their ability and ensure that maximum productivity is achieved. All these factors combined are responsible for improving the reputation of the organization and increase the sales of the organization.