Science of sound - how better audio can affect your brain

Alongside air, water, soil and light, noise is considered one of the main forms of pollution that is troubling our planet today. Despite this, noise pollution is often seen as the forgotten, not so silent, killer.

In the UK, employers are obligated to support workers who are exposed to sounds over 85db. This type of noise is easy to identify, whether it’s a pneumatic drill or a passing train, and industries have adapted accordingly to ensure workers are protected from their impacts. However, we’re only just beginning to truly understand the impact of ambient noise. Yes, even background office chatter could be having subconscious effects on you by increasing the production of stress hormones which can have a knock-on effect on anxiety and hypertension levels.

But that doesn’t mean all noise is bad noise. From sound healing techniques that can boost energy flow and circulation, to music that gets us on our feet, sound can have a range of benefits in our lives. Even in professional settings, audio takes centre stage – especially in places like contact centres where it’s imperative that workers can cut out negative ambient sound and concentrate on customers.

That’s why employers need to prioritise audio tools that will truly help employees. This blog will explore how technology can enhance good sound and block out negative noise for frustration-free calls.

Mental wellbeing and stress-relief

From the alarm starting our day to the sound of a car horn honking, some everyday sounds have a negative impact on our wellbeing. For those in the contact centre industry the impact of negative background noise is felt even more acutely. Our research has shown that 69% of customer service agents said background noise has a negative impact on their mental health and wellbeing. Recent studies have shown when people are exposed to loud noises for a long period of time, hypertension and anxiety can often increase.

Our brains can’t differentiate between background noise and the sounds that we want to listen to, therefore it has difficulty tuning into conversations when there’s a large amount of background noise. In our office noise survey we found that over half of office workers actively avoid noise by wearing headphones, with the majority of workers (63%) above 35 actively seeking out quieter offices. This is an issue that’s more acutely felt in neurodiverse workers who have greater requirements for singular sound.

The range of noises in an office can often mean that workers end up missing out on what’s important. When the brain becomes bombarded with noise, the stress hormone, cortisol, is released leading to increased stress levels. When we become stressed and irritated, our jobs are made more difficult, especially for contact centre workers who rely on quality sound.

Audio has the ability to shape our experience, our emotions, and therefore, our wellbeing. Whether they subconsciously experience drifting thoughts or easily lose a train of thought, interruptive sound quality can damage an employee’s working experience.

Enhanced sound without the frustration

By choosing to focus on the quality of sound, both ends of the call will benefit. Not only will calls become easier to understand, but the experience of the conversation will flow without a ‘sorry what was that?’ or ‘can you say that again please’ which only increases call handling times and customer frustration.

For contact centres, customers expect their conversation to be the main focus of the caller. If the audio is disruptive, an employee's attention is removed from their customer. It can be difficult to find private office space without disruptive noise. As we discovered in our white paper, noise around the agent (52%) and the customer (37%) were the biggest challenges identified by agents in an office. With AI-powered technology, disruptive noises can be removed, enhancing the positive impact of sound. By removing the background noise, you can be heard and listening becomes more enjoyable.

Simple changes can make a drastic difference

Although a complex idea, sound can be transformed through the power of IRIS Clarity’s AI-powered noise cancellation app. Not only is this easy to achieve, but it will also add value to a whole contact centre team.

Volumes of 70db or louder can cause hearing loss. This level can often be found in offices, call centres, and schools. By making a simple change, the enhanced quality sound will add value to employee wellbeing, as well as reduce the risk of hearing loss. As sound has the ability to impact us both, cognitively and behaviourally, audio tools need to be utilised.

So, with tools like IRIS Clarity the benefits to the whole team can be applied with one simple change. Not only this, our real-time and bi-directional technology supports each individual call at both ends, helping make a difference to all. Using our technology can have a positive impact on your brain by improving the listening environment with one simple focus. When using this technology, you are not only improving your health, but also the other listener on the other end of the call.

Here at IRIS, we believe the science of sound dramatically improves the way people experience audio. Not only is this across the contact centre industry, but for anyone listening to podcasts or joining video meetings. That’s why we strive to ‘Listen Well’ and enhance user wellbeing - try it for free today.