4 Effective Strategies for Noise Cancellation in Contact Centers

Contact centers often create background noise comparable to that in schools, railway stations, and other noisy environments. Conversations between agents, ringing phones, and the general office environment create a din over which agents struggle to hear their customers, and vice versa. 

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More than a minor inconvenience, noise drives down agent productivity, customer satisfaction, and employee well-being. Clear communication is vital for earning customer trust, reducing human error, and maximizing first-call resolution. In fact, 64% of contact centers report that excessive noise is a major concern, particularly in small to medium-sized operations that don’t prioritize sound management.

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The growing trend of remote work adds to this challenge. A recent survey predicts that 47% of contact center agents will work from home primarily. This shift brings new noise-related issues, such as disturbances from pets, children, and household noises. So effective noise cancellation is more crucial than ever to ensure agents can perform their duties efficiently, regardless of their work setting.

The impact of noise

Noise levels in contact centers can impact operations, affecting communication and productivity. This can:

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• Erode customer trust: Customers may perceive the contact center as unprofessional, especially if they call regarding a sensitive issue (e.g., insurance claims, medical information) requiring privacy and confidentiality.

• Lead to negative customer experiences: Customers can feel stressed by talking over the background noise while struggling to hear the agent. This can cause anxiety, especially if they are already dealing with a frustrating issue. A study found that nearly 60% of customers have hung up on a customer service call due to background noise. Noise-related issues can prolong call durations as agents and customers must repeat information.

• Cause poor employee experiences: By the same token, agents will feel ineffective if they cannot help a frustrated customer due to miscommunication problems. 89% of contact center employees say noise dents their KPIs, and 85% report wasting time repeating information. Exposure to constant noise elevates stress levels, leading to mental fatigue and burnout.

Noise cancellation strategies

Effective noise cancellation strategies focus on creating a quiet workspace conducive to concentration and productivity. Here’s how to build one for your contact center agents:

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1. Enable AI noise cancellation

AI-based noise reduction software filters out background noise in real time. The software continuously monitors the audio input, distinguishing between the agent’s voice and unwanted noise.

     2. Use materials that muffle sound

Sound-dampening materials reduce noise travel in the office environment. For example, wall acoustic panels with foam or fabric absorb sound waves and reduce echo. Carpeting and underlays on floors further absorb noise. Acoustic ceiling tiles are designed to trap and dissipate sound— a godsend in a shared office space.

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     3. Optimize your workspace layout 

Sound barriers and partitions between workstations prevent sound from traveling across the room. In large contact centers, ensure space between agents and install partitions made from sound-absorbing materials between desks. Or, implement a hybrid work schedule that allows agents to work in the office on alternating days. Establish designated quiet zones and soundproof booths—especially for high-stakes sales or onboarding calls. According to Science Direct, improved acoustics in open-plan offices greatly reduced perceived disturbances and cognitive stress for occupants.

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    4. Consider other sources of noise

Replace clickety-clack keyboards with silent ones. Configure your contact center software so incoming call notifications come through the headset, so several phones don’t ring simultaneously. Ask your agents to identify disturbances in their workplace and suggest further improvements.

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Innovative noise cancellation

Cutting-edge Noise Cancellation powered by Sanas offers unparalleled clarity, making it a game-changer in noisy contact center environments. The patent-pending AI-led solution:

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• Supports noise cancellation with next-gen AI technology to elevate your contact center. The best part? It’s free. For everyone and forever.
• Works on the “zero-knowledge” principle. Sanas never collects or stores any PII during conversations.
• Upholds compliance with regulatory frameworks such as PCI Level 1, HIPAA, Soc 2, ISO, and the CCPA.

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Building meaningful customer relationships in contact centers starts with call clarity and agent confidence. Our patented-pending AI Noise Cancellation technology eliminates noise in real time while preserving the agent’s natural voice. This makes phone conversations seamless, and helps agents feel confident serving customers worldwide. In addition, Sanas is easy to use and requires minimal IT resources.

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Agent testimonials

Contact center agent testimonials provide invaluable insights into the effectiveness of Sanas Noise Cancellation™. Hear it straight from the source:

“We’ve been using Sanas for more than five months now. There are so many things Sanas can do but one thing I love about it is it can eliminate background noise, which is a common problem in a BPO setting since everyone is taking calls. Actually, since we started using Sanas we never encountered a customer that complains about the background noise. Since we use it, we are now hitting above the expected KPIs. Overall, we’re very happy and satisfied with this service”
- Claudine, Philippines. 

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Sanas offers real-time noise cancellation that helps agents communicate clearly, feel more confident, build customer trust, and deliver clear communication.

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Sign up for Sanas Noise Cancellation™ today.