Assessment of the noise exposure of call centre operators

Call centres now play a major role in the daily operations of financial, technology and utility companies, as well as public bodies. It is predicted that 2002 will see 2.3% of the total British workforce employed in call centres. However, local authority enforcement officers, unions, voluntary organizations, employers and employees have all expressed concern that there are hazards to health and safety unique to this new and developing industry. One of the potential hazards reported in the press is hearing damage from using headsets. In a Health & Safety Executive funded project, the noise exposure of 150 call centre operators was evaluated, in call centres which included financial services, home shopping and telecommunications services. The results show that the daily personal noise exposure of these call centre operators is unlikely to exceed the 85 dB(A) action level defined in the Noise at Work Regulations 1989. The risk of hearing damage is therefore extremely low. Exposure to higher noise levels is possible, for example from fax tones, holding tones and high pitched tones from mobile phones. However, the duration of these events is likely to be short and they are therefore unlikely to have a significant effect on the operators' overall noise exposure. A practical method of limiting exposure to unexpected high noises from headsets is to ensure that the headsets incorporate acoustic shock protection that meets the requirements of the Department of Trade and Industry specification 85/013. In the UK, this limiter ensures any noise above 118 dB is not transmitted through the headset. Operators should receive regular training on the headset and telephone equipment they are using. This training should include correct use of the headset and the volume control facilities, and advice on how and when to clean and maintain the headsets.