Next time you purchase new headsets for your contact center agents, you should definitely look for headsets that offer built-in protection from “acoustic bursts.”

“Acoustic burst” is when the volume level of the sound coming through the headset suddenly spikes to something above 105 decibels. It is caused by a range of anomalies occurring on the telephone network that can result in accidental feedback or an extremely high-pitched and/or loud noise. These “acoustic bursts” can potentially damage an agent’s ears, resulting in permanent hearing loss.

Companies operating contact centers not only have a moral obligation to protect their agents’ hearing, they also have to do it for liability reasons. Some companies have been sued in the past by contact center agents whose hearing was permanently impaired as a result of acoustic shock. In numerous jurisdictions, “acoustic shock syndrome” has become a form of industrial injury for which companies can be held liable.

The European Union, for example, adopted a new directive a few years ago known as the Noise at Work Directive, which sets limits on permissible noise levels and covers both sustained noise and acoustic bursts. This is just one example of how governments are stepping in to help prevent damage to hearing caused by noise in the workplace.

As such, it is critical for contact centers to invest in high quality headsets with built-in protection for acoustic shock. Typically this involves the integration of a circuit that automatically reduces the level of incoming sounds that exceed a certain threshold in terms of decibels.

Sennheiser integrates its ActiveGard acoustic burst protection into every contact center headset it makes. Based on technologies and insight from Sennheiser’s two parent companies, Sennheiser K.G. (sound and acoustics) and William Demant Holding (advanced hearing instrument technology), ActiveGard does more than just cut off sounds that are too loud, it incorporates advanced algorithms to ensure maximum protection without compromising speech intelligibility.

 

In consultation with telecommunications specialists worldwide, Sennheiser has set the threshold for transient peaks to 105 decibels -- significantly lower than the limits imposed by the EU directive.

 

Companies that are considering purchasing new headsets for the contact center agents should make safety a primary consideration. They should look for hearing protection that exceeds OSHA standards, to ensure they are protected under the law. In addition they should look for headsets that offer varied wearing styles so that hearing protection is not just accessible, but comfortable.

Remember that by making the investment in high quality contact center headsets offering acoustic burst protection, you’re not only protecting your agents’ hearing, you’re also protecting yourself and your business from workman’s comp cases and lawsuits – lawsuits that will not only cost you a bundle, but damage your company’s reputation as well.