A busy call center in Dallas, Texas, is filled with a mix of different noises. You will hear ringing phones, keyboard clicks, and overlapping voices – all adding to the mix. Call center agents have to spend a lot of time in this environment every day. This not only affects their performance and efficiency, but can be pretty annoying overall.

The majority of call centers use cubicles, believing that will solve the problem. However, the fact is that standard call center cubicles make things worse. Let us explore how to create a productive acoustic environment in such workplaces.

The problem with standard cubicles

Standard cubicles come with their own set of problems. The cubicles offer privacy but not enough sound control. These cubicles were mainly built for office administrative work. The cubicle panels are 42-53 inches tall and block the neighbor’s view. But sound travels easily through the panels.

Talking inside the cubicles creates sound reflections. When an agent speaks, the sound bounces off the cubicle walls, desk surface, and computer monitors. The echo is disturbing to the agent and customers alike. As the number of employees grows over time, the sound level also rises!

Poor acoustics create a never-ending noise cycle in these setups. When one agent raises their voice to be heard by overcoming background noise, the other agent speaks ever louder. The result? The entire floor’s volume shoots up by several notches. Finally, everyone gets exhausted from shouting their lungs out. This can be bad for overall productivity.

What can you do in such cases?

Buy cubicle panels that effectively absorb sound. They soak in more sound than reflect it. Some popular options are:

· Specialized sound-absorbing foam cores.

· Thick acoustic fabric panels.

· Combination systems that layer materials.

· Perforated panels with acoustic backing.

· Well-made acoustic glass panels.

Along with the right material selection, you can go for sound masking systems. These systems add a controlled and subtle background sound. This makes conversations less audible at a distance. Advanced sound systems can be tuned to specific frequencies. This can be a one-time investment worth the price. 

Buying new cubicles is not always the way out. As an alternative, you can try carefully repositioning the units. Do you need expert ideas and tips for cubicle layout planning? Reach out to experts like corporateofficeint.com to create buffer zones with empty cubicles.

Try to keep cubicles used for the exact needs in one place. For example, separate the technical support team from high-volume outbound calling teams. Last but not least, try to make arrangements so that agents don’t sit face-to-face with other agents across aisles.

Invest in quality headsets with noise-cancelling microphones. This helps cut down background noise to a reasonable extent.

Summing it up

Poor acoustics visibly affects the call center business. By implementing strategic improvements, such as sound masking, high-quality ceiling tiles, high-quality headsets, and more, you can enhance the acoustic environment. With proper sound control systems in place, working in your cubicle will be a seamless and hassle-free experience. What more could you ask for?