Call centre

Why is call-centre acoustics different?

A call centre, unlike a standard office, has agents talking 100% of their working time. The acoustic requirements exceed a standard office:

• The agent hearing the customer clearly (STI 0.65+)
• Speech from the next station minimum (Privacy Index 0.80+)
• Low room reverberation (RT60 0.4-0.5 s)
• Reducing constant-speech fatigue

Solution components

• Acoustic ceiling: high-NRC (≥ 0.90) panel
• Tall desk divider (1.5-1.7 m): blocks sound to neighbouring stations
• Wall absorber panels: side and rear wall covering
• Sound masking: pink noise for privacy
• Acoustic carpet: floor reflections reduced
• Break-area separation: high-divider rest area

Sound masking — a critical element

Sound masking is a standard requirement in call centres. In our practice, agent fatigue and error rates are reported 20-30% higher in spaces designed without sound masking. Correctly tuned pink noise creates the feeling of privacy without staff even noticing it.

Target performance

• RT60: 0.4-0.5 s
• STI at agent: 0.65+
• Privacy Index: 0.80+
• NC: 35-40
• Sound masking: tuned to specific agent environment

Productivity and health

In acoustically comfortable call centres:

• Agent productivity rises 15-25%
• Customer satisfaction rises (clear communication)
• Worker fatigue drops, absenteeism falls
• Error rate drops 20%+

Lead time and cost

A typical mid-sized call centre 2-3 weeks. Break periods are used so agent workflow is not disrupted. Investment varies with worker count, space size and the sound-masking system.

Certificates

EN 13501-1 fire-class materials, EN ISO 354 NRC-certified acoustic panels and ceiling products.