5 ways to cancel noise in your call centre

The question of how to reduce background noise on calls is growing more urgent amongst call centre leaders. Managing noise is important, if not vital, for maintaining high-quality customer interactions and ensuring employee well-being. This comprehensive guide explores five easy-to-implement strategies to effectively reduce call centre background noise during calls. We look at how office design, training, and noise cancelling software, can enable agents to provide the best and most clear communication possible.

Incorporating noise cancelling headsets is a great way to enhance quality in call centres. Headsets designed to significantly reduce ambient noise for the agent, ensure they can hear and be understood clearly without the need to raise their voices - improving the overall customer experience.

Investing in these headsets supports agent well-being by minimising acoustic shock risks and reducing the stress associated with noisy environments. With advancements in noise cancelling software, headsets purchasing decisions can be fully focused on their ability to block out noise around the agent, for the agent.

A classic method of noise removal in call centres is furniture and panels that absorb sound and reduce ambient noise levels. Materials like acoustic foam, carpets, and modular walls can dampen sound, making it easier for call centre staff to hear and be heard.

• Acoustical Panels: Modern acoustical panels offer a versatile solution for noise reduction in open office layouts. Unlike the old-fashioned ceiling tiles, today's panels are designed with aesthetics in mind, providing a range of colours, patterns, and thicknesses for custom branding. They can be used to build and cover existing furniture or installed on walls and ceilings, serving both functional and decorative purposes.
• Baffles and Clouds: For spaces with high ceilings and limited wall surface area, acoustic baffles and clouds can work well to combat background noise. These hang from the ceiling and can be designed as sleek, suspended panels or integrated into the room's design as decorative sculptures. They effectively control sound across large areas without compromising the aesthetic or open layout of the workspace.
• Screens: Contrary to traditional dense partitions, modern acoustic screens offer a balance between privacy and openness. These screens can deaden sound and provide a semblance of privacy while maintaining the open feel of the space.

Software solutions like IRIS Clarity (which you can try for free for 7 days) use AI to remove unwanted background noise from calls, regardless of the communication platform being used. Noise cancellation apps are driven by AI voice isolation, enhancing speech clarity and ensuring speech analytics improvement. It's a flexible solution that can be easily used across various devices and platforms, offering a significant improvement over traditional methods like call centre white noise that is designed to simply mask distracting sounds, rather than eliminating them.

AI-driven noise cancellation software removes all background distractions prevalent in call centres. This advancement is also bidirectional, meaning the agent benefits from not hearing noise at the customer at the same time.

Its platform-independent nature offers flexibility, with integration across various communication tools. Transitioning to AI-based noise suppression apps represents a forward-thinking investment in communication technology, marking a significant shift from traditional headset reliance to a more sophisticated, efficient approach in managing call centre environments.

The main benefits of noise cancelling apps:

• They are bi-directional - so unlike the other methods they also remove noise from the customer end for the agent.
• Improve the accuracy of speech analytics, gaining deeper insights for customer service enhancement.
• Use across different devices and platforms.
• Ensure clear communication by eliminating all background distractions.

Physically arranging workstations to maximise space between agents can help with background noise reduction. Strategic office design, including the use of partitions or cubicles, can provide additional sound barriers, further minimising distractions.

Designing your call centre space with more distance between agents can significantly reduce background noise and improve call quality. By increasing the physical space between workstations, you can minimise the cross-talk and distractions that negatively impact customer interactions and agent concentration. This strategic layout fosters a quieter, more focused environment conducive to productivity and better customer service. Additionally, it can enhance privacy for both agents and customers, contributing to a more professional and less stressful workspace. This approach is beneficial for optimising the acoustic environment without relying solely on technological solutions.

To enhance the noise reduction strategies in your call centre, consider promoting regular training for agents. Training sessions can equip employees with techniques to modulate their voices, manage their speaking volumes, and use their work environment's acoustic features effectively. This approach, especially when coupled with AI noise cancellation technology, not only contributes to a quieter workspace but also improves the clarity of communication with customers. Through understanding how to control their audio environment, agents can minimise the impact of background noise, ensuring a better experience for both the customer and themselves.

By addressing noise in call centres through these strategies, businesses can not only improve communication clarity but also enhance employee well-being. Reducing noise pollution contributes to lower stress levels, better focus, and higher overall satisfaction among staff. Implementing these measures shows a commitment to creating a positive and productive work environment, which can lead to improved performance and customer satisfaction.

In any case, utilising AI noise cancelling apps like IRIS Clarity provides an easy and versatile way to ensure that all calls—across all platforms—are free from distracting background noise. Find out how to get started with IRIS Clarity today or start your 7 day free trial.