Make every word count. A guide to understanding and complying with EU Control of Noise at Work regulations within the contact centre

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Madeline Nash
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1 Make every word count A guide to understanding and complying with EU Control of Noise at Work regulations within the contact centre

2 Contact centre agents are frontline ambassadors for organisations, so it is no wonder their employers strive to provide a supportive work environment to help attract and retain the best talent. Compliance with relevant health and safety regulations plays a key role in this respect. Most companies nowadays understand the importance of supplying employees with a comfortable chair, a sufficient workstation, that their posture is right and that they have adequate light and warmth, as well as offering an annual eyesight test in accordance with The Health and Safety (Display Screen Equipment) Regulations, However, new research by Jabra into compliance with EU Control of Noise at Work regulations 2005 suggests that the importance of sound is often overlooked in the contact centre, in spite of the fact that excessive noise levels in the workplace can not only lead to long-term hearing damage, but also contribute to increased stress and lower productivity, as well as negatively impacting the customer service experience. This guide is aimed at contact centre managers and supervisors who wish to ensure compliance with the Noise at Work regulations and to protect their workers from the risk of hearing damage. It provides valuable advice to help contact centre managers understand how to remain within the law, not only to protect workers and mitigate risk, but also to ensure a productive work environment that benefits both agents and customers. What does the legislation mean for my Contact Centre? The EU Control of Noise at Work Regulations require employers to prevent or reduce risks to health and safety from exposure to noise in the workplace. This depends on how loud the noise is and how long people are exposed to it. The regulation ensures employers assess the risks and take action to reduce noise exposure by providing employees with adequate hearing protection. The legislation requires employers to take specific action, in three key areas of noise exposure: Lower exposure level, (which would be daily or weekly exposure at 80 db(a) and peak sound pressures of 135dB(C)): employers are required to provide training on how to avoid hearing loss. Hearing protection must be available, though the employee is not required to utilise it. Upper exposure level, (i.e. noise averaging 85dB(A) and/or peak sounds of 137dB(C)): employers must take steps to reduce noise exposure to the lowest level that is reasonably practical. Both education and hearing protection must be supplied. Exposure limit, (i.e. average exposure of 87dB(A) and/or peak sound of 140dB(C)): employers are obliged to identify the cause and take steps to ensure that such exposure to excess noise cannot happen again. To find out just how seriously the industry is taking the issue of noise at work, Jabra recently conducted new research amongst senior call centre managers, including contact centre supervisors, IT and procurement departments. The results reveal a worrying level of confusion about the requirements of the law and an urgent need for further education on the topic: While 72% of respondents are aware of Noise at Work legislation, less than one in three, (32%), believe that they completely adhere to the it Only 12% of contact centres measure sound regularly to check sound levels are always within acceptable limits Nearly one in four respondents believe they have experienced acoustic shock, (defined as unexpected loud noises that have caused temporary pain or minor discomfort), or know someone who believes they have suffered from it Only 53% provide a headset with adequate acoustic protection and almost half, (47%), say they comply to a degree by providing headsets or telephony equipment to ensure protection on calls, but they do not limit noise within the workplace A worrying number of contact centres, (39%), felt that providing a duo headset to cut out background ambient noise, rather than protecting against excess noise on calls was sufficient protection for agents. The term acoustic shock is used to describe the symptoms a person may experience after hearing an unexpected, loud sound via a telephone. Most people will experience discomfort and pain during and following the exposure, with some people reporting a variety of symptoms including shock, nausea and anxiety or depression. Headache, fatigue, hypersensitivity to loud noise and tinnitus may continue for days after the shock or indefinitely.

The importance of sound quality in the contact centre Jabra s Value of Voice research in 2011* highlighted that the audio quality of a call the ability to hear and be heard can have a huge impact not

Two of the key findings of our 2011 research are summarised below: Sound quality is a key element of the perfect customer experience, and customers want high quality voice interaction with call

3 The importance of sound quality in the contact centre Jabra s Value of Voice research in 2011* highlighted that the audio quality of a call the ability to hear and be heard can have a huge impact not only on customer satisfaction, but also propensity to purchase a product or service. Two of the key findings of our 2011 research are summarised below: Sound quality is a key element of the perfect customer experience, and customers want high quality voice interaction with call centres: 88% of people said they wanted to feel like they were having a private conversation with agents. Improving the sound quality in the call centre can have a significant impact on customer satisfaction and the propensity to purchase: 54% of people said that they would be less likely to purchase a product or service if a customer service call was affected by excessive background noise. Yet our 2012 research shows that contact centres continue to overlook the issue of sound quality, thus failing to adequately protect their workforce, falling short of full compliance with Control of Noise at Work legislation and putting the quality of customer interactions at risk. Our latest research revealed that: 67% of respondents said they had received complaints from agents about the level of background noise within their working environment 62% of those audited in our survey said they had received negative customer feedback about background noise during calls Nearly one in four respondents believe they have experienced acoustic shock, (unexpected loud noises that have caused temporary pain or minor discomfort), or know someone who believes they have suffered from it Our findings show that noise in the contact centre is not only a health and safety issue; it also has a major impact on customer satisfaction. * Jabra Value of Voice Study, 2011 Jabra s Noise at Work handbook, based on an online survey conducted in August 2012, based on a questionnaire to Contact Centre senior managers, IT and Procurement personnel

How to comply with Control of Noise at Work regulations Below are Ten Top Tips, many of which can be very easily deployed, to ensure compliance with the legislation and gain other benefits, such as

4 How to comply with Control of Noise at Work regulations Below are Ten Top Tips, many of which can be very easily deployed, to ensure compliance with the legislation and gain other benefits, such as fewer sick days and a happier workforce. 1Be aware of your external environment: It s not just noise coming down the other end of the phone that can be an issue. Look at where you re positioning your agents; are they near the photocopier, printer or other noisy office equipment? Is there enough space between each employee? Call centres are busy places, but small measures such as this can make a big difference to sound levels and exposure. 2 Measure/test sound regularly: This is a key requirement of EU Control of Noise at Work regulations, that must be adhered to. Using a decibel reader once a week will be more than enough to ensure compliance with the three exposure limits stipulated by the legislation and each reading takes less than a minute to complete. The three sound limits are: a lower exposure level, (roughly, daily or weekly exposure at 80 db(a) and peak sound pressures of 135dB(C)); an upper exposure level, (noise averaging 85dB(A) and/or peak sounds of 137dB(C)); the exposure limit, (average exposure of 87dB(A) and/ or peak sound of 140dB(C)). 3install adequate partitioning: Noise is absorbed by placing 9 partitions between employees, allowing a degree of noise to be localised to the operative. We re not suggesting that everyone work in boxed cubicles, but minor partitions can help as part of a wider solution towards excessive noise management allow for regular breaks: It seems too simple to be true, but prolonged exposure to excessive noise can be very harmful. So it makes sense to ensure agents work no more than eight hours in a shift and take regular breaks. Normal break areas are often bustling, so it can be a good idea to create a quiet space reserved for those wishing to give their ears a rest. 5wear the right headset: As the survey showed, although people believed they were complying with the regulations, they were not fully aware if they were using the correct headsets. Wearing a Duo headset will help towards combating excessive ambient office noise exposure. Noisecancelling or Control of Noise at Work compliant headsets will provide protection whilst on calls. In addition, all Jabra headsets feature PeakStop hearing protection as standard, which cuts off any sudden sound spikes to protect wearers against the harmful effects of acoustic shock Provide soft furnishings: Bouncing sound waves off hard walls and wooden floors will raise the sound levels in your office significantly. Cut down on harsh noises by replacing wood flooring with carpet and introduce some plants to help absorb ambient noise. Mandatory hearing tests: Introduce mandatory annual hearing tests for all staff as part of an occupational health practice to ensure employee health and wellbeing, whilst reducing the risk of litigation. establish a corporate policy and educate your employees: Establish a corporate policy on noise and ensure staff at all levels comply with this policy; educate your frontline employees on phone and headset usage so they know how to set and change volumes and adjust the device they are using accordingly. Mobile phone policy: A mobile phone ringing on a desk while the owner is in the boardroom in a long meeting can be irritating as well as potentially exposing employees to an ongoing loud noise. Implement a policy that ensures all employees switch their phones off if they are away from their desk for some time and concentration levels should rise. go wireless: A good solution for a noisy environment is a wireless headset. The user can take conference calls or other lengthy conversations away from their desk, thereby improving the work environment for others as well as themselves.

5 How to select a compliant audio device Jabra Contact Centre Solutions Jabra gives contact centres a powerful way to satisfy more customers. Comfortable, hygienic and easy to use, Jabra headsets have plug-and-play capabilities, wideband sound and noise-cancelling technology that enable call centres to increase the number and quality of calls and improve customer communication, service and experience, using the latest acoustic and communications technology. When you choose Jabra you are backed by an innovative, world-leading hands-free audio devices company with over 150 years of experience in business communication. Corded Headset solutions Jabra s portfolio of corded contact centre headset solutions are built for high performance, durability and comfort because the ears of the enterprise deserve the right tools. Jabra BIZ 2400 Series The ultimate corded user experience Superior audio quality via Neodymium speakers Hearing protection via Peakstop technology Surgical steel details for maximum strength Gold contacts for crystal-clear voice transmission Choice of 3 microphones types to suit the working environment: SoundTube, noise-cancelling and ultra noise-cancelling Kevlar reinforced cord for maximum strength 360 rotating boom-arm Available in QD & USB (including UC-optimised variants) to suit your specific telephony requirements Available in both Mono and Duo variants Supersoft ear cushions and choice of 3 wearing styles (Mono version) Unsurpassed 3 years warranty to protect the investment Jabra GN2000 Series Designed to perform. Built to last Superior sound quality Robust design for day-after-day durability Choice of noise-cancelling or SoundTube microphones Hearing protection via Peakstop technology Available in QD & USB (including UC-optimised variants) to suit your specific telephony requirements Large leatherette ear cushions for extra comfort Available in both Mono and Duo variants 2 years warranty

Wireless solutions Enabling hands-free efficiency and freedom of movement, Jabra wireless headsets are the ultimate device for the multi-tasking workforce.

Hearing protection via Peakstop technology Noise-cancelling microphone to remove background noise Intuitive call-control buttons on headset Voice prompts provide guidance for easy setup and operation

settings to address density issues 2 year warranty Audio Processors This Jabra device enhances the audio quality of a call, when using a corded headset. Jabra LINK 850 Enhanced Sound.

6 Wireless solutions Enabling hands-free efficiency and freedom of movement, Jabra wireless headsets are the ultimate device for the multi-tasking workforce. Jabra PRO 900 Series Affordable wireless solution to support increased productivity Single connectivity to either deskphone or PC-based telephony Digital Signal Processing for crystal clear sound Hearing protection via Peakstop technology Noise-cancelling microphone to remove background noise Intuitive call-control buttons on headset Voice prompts provide guidance for easy setup and operation Up to 120 metres wireless range and up to 8 hours talk-time Lightweight design and comfortable ear cushions Energy optimised via Jabra IntelliPower system to reduce power consumption Flexible range settings to address density issues 2 year warranty Audio Processors This Jabra device enhances the audio quality of a call, when using a corded headset. Jabra LINK 850 Enhanced Sound. Better acoustic protection Multi-purpose audio processor with deskphone and USB connectivity, provding a future-proof solution Automatically keeps incoming volume at user defined level EU Control of Noise at Work compliant device to adhere to health and safety regulations Hearing protection via Peakstop technology Noise-cancellation to eliminate background noise Digital Signal Processing for crystal clear sound Line quieting to remove distracting noises from the phone network Works with all Jabra corded QD headsets

Conclusion This guide sets out to define legislation that affects all businesses, especially contact centres and to demonstrate how contact centres can ensure compliance with EU Control of Noise at

7 Conclusion This guide sets out to define legislation that affects all businesses, especially contact centres and to demonstrate how contact centres can ensure compliance with EU Control of Noise at Work legislation, by taking some very simple steps. However in addition, the guide also highlights that when it comes to providing world-class customer service in the call centre, every word counts. By ensuring that noise levels remain within acceptable limits contact centres not only mitigate risk by protecting their workforce from hearing damage; they will also ensure perfect sound clarity on every call so that agents can clearly hear customers and be heard by them, making every word count in the call centre to improve agent productivity and increase customer satisfaction. Jabra s Noise at Work handbook, based on an online survey conducted in August 2012, based on a questionnaire to Contact Centre senior managers, IT and Procurement personnel

8 Learn more about how Jabra can support your Contact Centre agents at , GN NETCOM A/S. ALL RIGHTS RESERVED. Jabra is a registered trademark of GN NETCOM A/S. All other trademarks included herein are the property of their respective owners. The Bluetooth word mark and logos are owned by the Bluetooth SIG, Inc. and any use of such marks by GN NETCOM A/S is under license. (Design and specifications subject to change without notice) JABRA IS A REGISTERED TRADEMARK OF GN NETCOM A/S

The Definitive Guide to Acoustic Safety & Comfort In Contact Centres & Offices

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