Call centres are high in activity, and low in noise tolerance. The key challenge is to ensure workers can have high quality conversations with clients in spaces that generate constant noise for up to 8 hours a day. Four key factors to consider when reviewing the quality of a call centre soundscape are: the surface materials used in the space, the layout of the office, the number of employees per square metre, and the key culprits of background noise.
In a call centre environment, sounds generated by phones and employee conversations are propelled into the space in all directions. If the office fit-out features concrete, wood, glass and other hard surfaces, the sound will bounce between the surfaces and linger in the space, creating an echo. Competing with high levels of background noise and echo, employees may struggle to hear the client on the other end of the phone. They may also strain or raise their voices to be heard, further contributing to the noise problem.
Excessive noise in call centre environments can make for poor quality client conversations, and have an exhausting effect on employees, impacting both their physical and mental wellbeing.
So, what can be done to help?
Having the right soundscape is vitally important for successful client outcomes and employee wellbeing in call centres.
Acoufelt’s interior soundscaping products are designed to absorb sound, and can be installed in call centres to reduce noise levels and foster pleasant and more productive acoustic environment. Not only do Acoufelt offer a full suite of floor, wall, furniture and ceiling products, but we can also assist with acoustic consultations, delivery, installation, furniture removal, as well as a number of other services. We also offer custom designs across each of our collections.
The floor often represents the largest practical surface for acoustic treatment. Installing acoustic carpet tiles can be advantageous in multi-level spaces to absorb sounds of footfall, as well as other mid-frequency sounds.
The highest performing commercially graded acoustic carpet tiles in the Acoufelt floor offering feature QuietBack™. Our QuietBack™ carpet tiles offer a minimum NRC range of 0.35-0.40 and are offered across a range of designs, colorways and thicknesses. Our carpet tiles have also been designed to be comfortable underfoot, and have a backing made from minimum 80% recycled PET material.
Walls offer an immense variety of opportunities for acoustic treatment with Acoufelt’s broad range of products, including panels, planks, tiles and shapes, available in a multitude of sizes, colors, prints, cuts, and designs.
Depending on your acoustic and aesthetic needs, select from our full color panels, printed panels, wall shapes and tiles, as well as our custom printed full color wall panels. Sheets of full color panels are effective for sound generated by voice, and should be installed to sit at or above head height. For the best acoustic results, install panels on adjacent walls at least two metres high.
Depending on the ceiling system available to you, Acoufelt offers a mix of practical, easy-install acoustic ceiling products, including panels, tiles, clouds and baffles. Ceiling treatments are particularly useful in working spaces, like call centres, where the perimeter surfaces are far removed from the central working environment.
For rooms with a ceiling grid system, drop-in ceiling tiles are a simple but effective solution; available in both full color and printed options. High performing acoustic ceiling panels can also be stuck directly to the ceiling without sagging or drooping, offering an excellent NRC value of up to 0.85.
Designed for spatial privacy within open-plan and shared working spaces, our Desk Dividers also reduce ambient noise and visual distractions. Made from a minimum 60% recycled PET content, dividers offer a minimum NRC of 0.45 and are available in our full range of colors, with custom sizing available.
Acoustic Desk Dividers in neutral Grey and Ivory were installed for workstations at Telstra’s Sydney office. Achieving an NRC of 0.45, dividers were selected to reduce the transmission of conversations across workstations, absorb some of the excess background noise in the space, as well as give workers a sense of personal space and privacy.
For Domain Real Estate’s new Melbourne headquarters, the client opted for an open-plan format for its call centre division. Rows of workstations combined with floor to ceiling windows and a high, exposed ceiling was cause for acoustical concern. To combat the potential for high levels of background noise and reverberation, designers opted to integrate white, linear ceiling baffles into some of the ceiling pockets.
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