The Dynasound collaborative
six-month study of
an Atlanta Contact Center (ATCO)
The Call Center Network
Group Study
A six month study was done by Dynasound in
collaboration with other well known office
systems manufacturers. The study focused on
the effects background noise has in the
contact center environment.
A recent contact center study was developed in conjunction
with American Telemarketing Association and the “Call Center
Network Group”.  The results of the study were very informative.
Two significant discoveries where:
Call Center Network Group Study Results:
  • After 6 months, the average sales per
    worker increased by 19.8%. The Executive
    Vice President of Operations stated,
    “While there could have been several
    reasons for the increased sales, I believe
    much of this increase was the result of the
    improved acoustical environment.”
  • 50% of the contact center managers responding,
    indicated that controlling speech noise was a major issue
    in their centers.
  • Contact center employee focus groups showed that 39%
    rated speech distraction between their workstations to be
    the largest facility issue, followed by 33% who indicated
    that HVAC problems were second. The high rating for
    noise distraction is consistent with many recent office
    facilities surveys of employees in all corporations.
  • After acoustical correction occurred in the
    contact center, which reduced the level of
    speech distraction noise, employees rated
    their satisfaction had increased an
    average of 300%.
  • Interviews with senior managers revealed that managers
    are very concerned with employee health and job
    satisfaction issues, but that they were often not involved
    in the facility design and component issues.
Soundmasking.com is the web site of  Dynasound, Inc., the industry leader in sound masking since 1975.  Dynasound is a process
driven organization that provides turn-key sound masking solutions tailored to the requirements and characteristics of each environment.


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