A REVIEW OF NOISE EXPOSURE IN UK CALL CENTRES

According to ContactBabel, approximately 780,000 people are employed in agent positions in call centres throughout the UK1 . Our experience of measuring and assessing ambient noise levels and telephone audio levels in a variety of call centres suggests that a substantial number of agents may be exposed to noise exceeding the first or second action level defined in the 2005 Noise at Work Regulations. We have found that high ambient noise levels in densely occupied call centre areas can lead agents to run their headsets at very high levels. This paper summarises the results of our measurements and examines the range of signal-to-noise ratios favoured by call centre agents when setting their headset audio level and factors affecting this. Based on our findings, we suggest guidance on acceptable occupied ambient noise levels in call centres and consider acoustic design principles to minimise distraction and thus to allow agents to work with telephone audio at safe levels. It is hoped that such guidance will not only help employers comply with legal requirements, but will also provide a higher quality working environment for an evergrowing number of people employed by the call centre industry.