Background Music in Call Centers

[Carrigman]

Does anyone have any experience of background music in a Call Center environment? I seem to recall reading a paper where it was suggested that light classical music would have a soothing and stress relieving effect on the workforce.

Many thanks.

John,
Ireland.

[Matt Schmitz]

Music in most call centers can be disruptive, even as low level noise. It tends to become distracting.

If you want to add "noise" to the background to try to mask some of the interference from agent conversations, then try looking at adding "white noise" at low levels in addition to adding sound baffles and acoustic barriers.

[Seymour]

I read a recent article that suggests that 'light baroque' music seems to stimulate the side of the brain that deals with creativitiy. The article suggests that most academic learning takes place without creativity, and that music often aids in memory.

Of course, not everyone employed in a call center will like it. Some personnel may, in fact, find it a "distraction."

There is also the means by which to deliver any background music program to employees in a call center. Often, the auto-attendant/automatic call distributor/PBX system, that handles calls, also functions as Public address system and 'on hold' source for callers waiting 'in queue.'

It's often difficult, if not downright impossible, to find a program that can fit all those requirments. My best suggestion would be to address the 'on-hold queue' first. After all, the people waiting in queue are the customers, and..."the customer is always right."

[Top Cat]

How do you decide what to play? What about people with hearing difficulties, eg. tinnitus, who might have difficulty hearing conversations over an unnecessary ambient 'noise'?

I'd say design a better workstation, with acoustic foam baffles. Gotta be better than canned music...

TC '..'

[smack]

We have dabbled with the idea on days where we have either a center celebration or expect high absenteeism because of outside factors. While received by most to be a positive idea, we did have a few that did not like it. However, their biggest issues were volume(they were sitting under a speaker) and music choice.

I would recommend you try it out and see how it works for your site. We stream the music off the 'net into our PA.

Be ready to catch yourself singing along!