10 Quick Tips to Reduce Call Center Background Noise

Excessive background noise is one of the biggest obstacles to clear conversations and agent focus. In busy floors, that noise often reaches customers and distracts agents, hurting both experience and productivity. Use these practical tactics for call center noise reduction without disrupting operations.

1. The Noise at Work Act should be adhered to

While often referred to informally as the “Noise at Work Act,” the applicable UK rules are the Control of Noise at Work Regulations 2005, aligned with the EU directive on noise. As of 2025, these require employers to assess and manage exposure, with key exposure action values at 80 dB(A) (lower) and 85 dB(A) (upper) for an 8‑hour day (LEX,8h), and an exposure limit value of 87 dB(A) when taking hearing protection into account. Keeping noise well below the upper action value reduces fatigue, errors, and the risk of long-term hearing damage.

• Measure regularly: Take periodic spot measurements on the floor and use personal dosimeters for sample roles during peak hours.
• Design for comfort: Many office guidelines target 45–50 dB(A) ambient levels in open-plan spaces to balance speech privacy and intelligibility.
• Act on findings: If levels approach 85 dB(A), implement controls immediately—acoustics, layout, and behavioral adjustments.

Remember: every 3 dB increase roughly doubles sound energy, so even small reductions have outsized benefits.

2. Use of mobile phones should be banned

Personal devices can create constant, avoidable distractions—ringers, message pings, and media playback. If a full ban on devices isn’t feasible, set a strict “no audible notifications” policy on the operations floor to preserve a quiet environment.

• No-ringer zones: Require silent mode with vibration disabled while on the floor; enable visual alerts only.
• Phone zones: Provide designated areas for personal calls so agents don’t step into hallways or between bays to talk.
• Break-time protocol: Ask agents to handle personal calls during scheduled breaks, away from workstations.
• Manager exceptions: If team leads need phones for escalation, use vibration-only in pocket or desk drawer.

3. Use handsets with noise canceling capabilities

Modern handsets and softphone peripherals use directional microphones and digital signal processing to suppress ambient sounds and sharpen speech. This is a foundational step for call center noise reduction on live calls.

• Noise-canceling mics: Choose handsets with beamforming or dual‑mic arrays that reject off-axis noise.
• Wideband audio: Wideband (HD) voice improves intelligibility at lower volumes, reducing the need to speak loudly.
• Sidetone control: Slight sidetone helps agents hear themselves and naturally lower speaking volume.
• AI noise suppression: Devices that offer on-device noise filtering can further reduce keyboard clicks and chatter picked up by the mic.

4. Use noise cancelling headphones

Quality headsets with Active Noise Cancellation (ANC) or robust Passive Noise Cancellation (PNC) help agents stay focused by cutting ambient noise. The right fit and seal matter as much as the technology.

• Choose the right style: Over‑ear models with good isolation typically outperform on‑ear for noisy floors.
• Prioritize voice mic performance: Look for headsets that combine ANC for the earcups with strong transmit‑side noise rejection.
• Train for fit: Ensure agents position boom mics correctly and maintain a proper earcup seal.
• Hygiene and upkeep: Replace ear cushions regularly; worn pads lose isolation and comfort.

5. Use acoustic panels and soundproof dividers

Treating the room is as important as treating the headset. Acoustic materials absorb reflections that make spaces sound “louder” than the meter suggests.

• High-NRC materials: Wall panels, ceiling tiles, and baffles with high Noise Reduction Coefficient (e.g., NRC ≥ 0.8) reduce reverberation.
• Desk dividers: Upholstered screens between stations block line‑of‑sight sound paths and absorb nearfield chatter.
• Soft finishes: Carpet tiles, fabric surfaces, and filled bookcases help damp footfall and mid‑high frequencies.
• Sound masking: Calibrated sound masking can improve speech privacy and reduce the intelligibility of distant conversations, lowering distraction without making the room feel “dead.”

6. Optimize office layout and spacing

How people sit and move on the floor directly affects noise crossover. A few layout tweaks can significantly improve acoustic comfort.

• Stagger seating: Avoid face‑to‑face seating across aisles; stagger positions so agents aren’t projecting toward each other.
• Increase separation: Add space where possible between pods; even small increases reduce noise spill.
• Relocate noise sources: Put printers, shredders, and pantries in enclosed areas away from agents.
• Create quiet/war room spaces: Provide enclosed rooms for escalations or coaching so intense conversations don’t elevate floor noise.
• Define traffic flow: Keep high-traffic paths away from agent banks to minimize interruptions and chatter.

7. Train agents to modulate voice volume

Behavioral changes compound the impact of technology. Coaching helps agents maintain clear speech at lower volumes and avoid habits that add to background noise.

• Volume awareness: Teach agents to aim for a conversational tone; shouting doesn’t improve clarity and increases overall noise.
• Use the mute button: Mute when not speaking—especially while typing, conferring with a peer, or during hold steps.
• Microphone etiquette: Place boom mics two finger-widths from the corner of the mouth to minimize breath and plosive noise.
• Coaching with feedback: Supervisors can use periodic side-by-side sessions to reinforce voice control and headset fit.

8. Implement proper call center software settings

Small configuration changes in your contact center add up. Prevent audible cues from spilling into the room and use software features designed to suppress noise.

• Headset-only alerts: Route ring tones and notifications exclusively to headsets; disable speaker output on the floor.
• Enable noise suppression: Turn on software-based noise reduction and echo cancellation where available in your calling and conferencing tools.
• Tune volumes: Standardize default input/output levels so agents aren’t overdriving mics or speakers.
• Control system sounds: Mute OS notifications and IM pings; rely on visual badges for non-urgent alerts.
• Hold/music settings: Set hold and wrap-up tones via your IVR to low levels to avoid broadcast of sound to nearby desks.

9. Replace noisy equipment

Mechanical noise from daily tools adds up. Choosing quieter peripherals and maintaining equipment reduces persistent background sound.

• Quiet keyboards and mice: Prefer low-profile, soft‑touch keyboards and silent switches; add desk mats to absorb impact.
• Chair and desk upkeep: Lubricate wheels and hinges; add felt pads to desk accessories that scrape or rattle.
• HVAC and fixtures: Maintain air handlers and diffusers to eliminate rattles and whistling; choose low‑noise fans.
• Isolate printers: Place copiers/printers in separate rooms and schedule heavy print jobs away from peak calling blocks.

10. Regular noise monitoring and management

Noise control isn’t “set and forget.” Treat it as an ongoing program with measurement, action, and review.

• Schedule checks: Conduct quarterly floor assessments and additional checks when headcount, layout, or equipment changes.
• Use the right tools: Rely on calibrated sound level meters or professional apps with external calibrated mics for spot checks; use personal dosimeters for representative roles.
• Track key metrics: Monitor average levels (dB(A)), peaks, and, where relevant, daily exposure (LEX,8h). Keep readings well below the 85 dB(A) upper action value as of 2025.
• Log and resolve: Maintain a noise log (time, source, impact, fix) and review in ops meetings. Escalate recurring sources to facilities.
• Listen to agents: Run brief surveys to spot hotspots—perception often flags issues before meters do.

These measures work best in combination. Headsets and software tackle immediate transmission issues, while acoustics and layout reduce the overall noise floor. Policies and coaching sustain gains over time, protecting health, improving focus, and ensuring customers hear agents—not the room.

Conclusion

Clear conversations start with a quieter floor. By adhering to workplace noise regulations (as of 2025), tightening device and software settings, investing in the right headsets and acoustics, optimizing layout, and reinforcing good voice habits, you can meaningfully cut background noise without slowing operations. The result is a calmer workspace, sharper agent focus, and consistently better customer experiences—exactly what effective call center noise reduction is designed to deliver. For real-world outcomes, see our case studies.