Acoustic Shock Protection for Call Centres
Acoustic shock protection refers to technology built into modern call centre headsets designed to protect call centre employees from sudden, unexpected loud noises that can cause discomfort, hearing damage, or other health issues.
This technology not only safeguards agents but also enhances their performance and job satisfaction, making it a wise investment for any call centre.
These loud noises, known as acoustic incidents, can occur due to line faults, transmission issues, or sudden loud sounds from the caller’s side.
For Australian businesses, investing in ASP-equipped headsets is not just a matter of compliance with safety regulations but also a commitment to the well-being of their employees.
Whilst the initial costs of headsets with acoustic shock protection can cost a little more, the costs are insignificant when compared to the costs of a workplace injury making them a great investment for the safety of your call centre agents and business.
Examples of Acoustic Shock Incidents for Call Centre Agents
Examples can include:
- Incorrectly dialled fax machines.
- Faults on the telephone line that cause loud shrieks
- Maliciously generated noises - screaming or blowing a whistle down the line.
- Mobile phone interference.
- Callers dropping their handset on to a desktop.
How Acoustic Shock Protection Works
Acoustic shock protection (ASP) typically includes:
Automatic Gain Control (AGC): This feature limits the maximum sound level that reaches the user’s ears, ensuring that any sudden spikes in volume are kept within safe limits.
Noise Filters: These filters detect and block out high-pitched or loud sounds that could lead to an acoustic incident.
Sound Limiting Circuits: These circuits monitor sound levels and immediately reduce them if they exceed a predetermined threshold, preventing harmful noise from reaching the user.
Benefits of Acoustic Shock Protection for Call Centre
Hearing Protection: The primary benefit of ASP is the protection it offers against hearing damage, which can result from exposure to sudden loud noises. This is particularly important in call centres where agents are on the phone for extended periods.
Reduced Stress and Fatigue: Acoustic incidents can be startling and stressful for agents, leading to increased fatigue and stress. ASP helps to minimise these occurrences, contributing to a calmer work environment.
Improved Agent Performance: By reducing the risk of acoustic shock and the stress associated with it, agents can focus better on their calls, leading to improved performance and productivity.
Compliance with Safety Standards: In Australia, workplace health and safety standards are stringent, especially regarding noise levels. Headsets with ASP help companies comply with these regulations, ensuring a safer workplace for their employees.
Lower Employee Turnover: Providing headsets with ASP can contribute to higher employee satisfaction and lower turnover rates, as it shows a commitment to their health and well-being.
Why are unexpected loud noises or high-pitched sounds a problem?
Unlike a traditional phone handpiece, a person wearing a headset cannot quickly drop the phone from the ear as soon as the noise is heard.
This means that the headset wearer can be exposed to damaging sounds which can cause temporary pain through to permanent hearing loss often resulting in expensive workers compensation claims.
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