Call centers are noisy by nature.
The Customer is King
We have all heard that the customer is king. And we definitely know that part of being the king is being happy. Many customers are frustrated with call center contact because they feel like a name and a number rather than a person. Half the time someone mispronounces their name amidst tons of beeps and whirring in the background. Many become so irritated by background noise they hang up or postpone the call. Additionally, many call center reps feel similar frustration when they can’t concentrate on the call because a coworker is taking a personal call or a meeting is in progress. Is this an inevitable issue, or can bakground noise be resolved?
What can call centers do to make their customers and reps feel more at ease?
- It may be time to put the cubicles back up. I know it’s against the current mindset but open floor plans just add to background noise that frustrate both sides of the conversation. At the very least, space out call reps so that they’re not practically on top of each other.
- Treat the call center like a library in that you encourage quiet. The floor is the last place you should hold meetings or ave noisy machines.
- Ban cell phones. The last thing a call center needs is extra calls
- Try some office plants and softer flooring to deflect sound. Plants and nice flooring are an added aesthetic, in addition to sound blockage.
- Implement sound masking so that background noise is less an intrusion for all parties. Low-level white noise adds a subtle hum that covers voices and machines without being an irritation itself.
Bottom line is that less background noise keeps your staff focused on the call and the customer focused on the message. And, if you run a call center, customer satisfaction really is king. You can’t afford to irritate the customer.