Dealing with Stereotypes

When I think of call centers, I usually think of the evil people who prey on bored, lonely grandmas mid-afternoon, selling them incredibly useless or over-priced products they’ll never use (but just might re-gift for Christmas or a birthday).  Or, I think of the people who call us during dinner or the moment the baby has just fallen asleep.  Or the people who can’t pronounce our last names, but act like we’re friends.  Regardless of whether my vision is correct or not, this is what many of us cringe about when we hear the phone ring and don’t recognize the number.

Interestingly, though, call centers are full of people too.  People with equally difficult to pronounce names perhaps who are trying to do their jobs.  And, they’re not always trying to sell you a set of knives.  Often, they’re on the receiving end of the call.  That’s right, call centers provide customer service, too.  They answer difficult questions over the phone, trying to provide tech support or help us set up a new product.

Dealing with Acoustics

To provide the most professional service possible, it’s important for call centers to deal with these stereotypes.  Part of it lies in the way in which calls are made and received.  Not only do those working at the center need to know their business, they need to deal with the acoustics of the center.

  • Background sound, even other callers, can make a customer feel like a number instead of a person.
  • The same background noise can be quite distracting for both customer and caller.
  • When a potential customer hears all this, it only adds to the feeling that their personal information is up for grabs.

Noise is quite a problem for call centers, both for the callers and the recipients.  Callers struggle to hear over other callers and recipients can hear all the background noise.  So, here’s the funny thing- noise can actually be the solution, the right kind of noise, that is.  White noise is a generated sound meant to counteract unwanted noise.  Businesses use it to reduce distractions, as well as provide confidentiality.  These same benefits help call centers, too.  A sound masking system helps both callers and prospective customers/donors by allowing them to tune out the overly distracting background noise.

The great thing about sound masking systems is that they can be added to any facility, including call centers, without even affecting the aesthetics.  You see, a sound masking system is installed in the ceiling tiles in a matter of minutes.  Thus, it is invisible and doesn’t even shut down the day’s business.  So, if you have a noisy call center and are looking for a noise solution that doesn’t require totally changing the set-up, rest assured that the VoiceArrest Sound Masking System is an invisible, affordable, effective, and quick fix for any facility.

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