A GN survey in the UK shows that 45% of small contact centres are still not aware of EU Noise at Work Legislation.

The working conditions of over 150,000 contact centre agents can become even better, according to new research conducted by GN UK. This may very well lead to fewer sick days and improved productivity. The research, which surveyed over 100 contact centres with less than 20 seats, found that 45% of contact centre managers are unaware of the EU Noise at Work Legislation.

The European Union Noise at Work Legislation was introduced in April 2006 to ensure that employees aren’t exposed to more than 85 decibels of noise per day (or averaged over a week).  To adhere, contact centres have to measure and monitor the ambient noise levels throughout their premises, sound levels both inside and outside the building as well as those transmitted via a phone line, ensuring that they are within the legal limit.

An ignored problem
The GN survey also revealed that only 6% of managers were aware of the level of ambient noise within their contact centre. And only 9% of managers regularly measure it. That leaves a large percentage of the UK’s contact centre agents potentially exposed to noise levels above the legal maximum of 85 decibels.

Of those contact centres with a policy in place, nearly 70% rely on technologies such as headsets, amplifiers and volume control to shield agents from excessive noise on the phone line. Yet, only 17% regularly service and test telephone equipment to ensure that they are working properly and only 5% of contact centres require agents to have a regular hearing test.

To help contact centre managers better understand and deal with the Noise at Work Legislation, GN has identified eight top tips to help contact centres become compliant with the law:

• Establish a corporate policy and ensure that all staff regardless of position are aware of the directive.
• Introduce mandatory annual hearing tests.
• Use soft materials as much as possible. Special materials, often available in ceilings can help to reduce reverberation. Carpet, chairs with soft seats and padded screens between agents can also be effective noise absorbers
• Always use compliant corded and wireless headsets when the phone usage is intense. All Jabra headsets from GN have built in PeakStopTM technology which cuts off the sound spikes coming across the telephone network. But for lowering the average noise the employers can comply with the legislation either using the wireless GN9350 or any corded GN headset together with the GN8210 digital amplifier or the GN1220 cord.
• Educate agents on how to use their phone and headset properly.  Introduce a training scheme where every new employee is shown how to increase and decrease the volume on their phone and adjust their headset accordingly. • Give agents a choice of headsets. Offer agents the opportunity to use either a mono or a duo headset particularly as a duo headset can offer agents additional protection.
• Measure the ambient noise level regularly to ensure compliance.
• If in any doubt about the levels of noise in your contact centre ensure that agents work no more than eight hours in any shift.