Noise Problems in a Call Centre - A Case Study

Abstract

Call centres, widely used in several sectors as a means of communication today, are places where numerous people can work together. When acoustic measures concerning the space and the staff are not taken in call centres, it is unavoidable to encounter a very disturbing environment in terms of noise, because of speech and telephone signal voices. Operators working in such a noisy environment are known to be badly affected both physically and psychologically, and their working efficiency is observed to decrease. In this study, a call centre belonging to a banking company located in Istanbul, operators of which generally do not prefer to use the headsets provided for them, was examined in respect to noise environment, and potential measures that can be deployed were determined. In this call centre, the average noise level measured was LAeq: 68 dB, which exceeds the maximum acceptable background noise level for such offices by 18 dB. The possible sound attenuation by reorganization of the space has been modeled and this showed that acceptable noise levels can be reached by placing separators with surfaces providing good absorption between table groups and also covering the ceiling with sound absorbing materials. Beside this, it was also shown that by a reduction in the number of the staff and appropriate acoustic treatment of the room, the noise levels in the space can be reduced to acceptable values.