Contact Center Hearing Protection, Regulation and Best Practice in Developed Countries

K. Allen Woo
September, 2010

Contents
Noise at Work Regulations in US and Europe Noise at Work Regulations Impact to Contact
Center

Reduce the Noise by Choosing the Right

Audio Device

Beyond Audio Device, Other Suggestions to

Reduce Noise in Contact Center

Benefit of Noise Reduction in Call Centers

Regulations in U.S.A.
OSHA 29 CFR 1910.95
Impulse Noise Exposure
140 dB

Co t uous o se posu e Continuous Noise Exposure

115 dB(A)

Time Weighted Average Daily Noise Exposure

Exposure limit: 90 dB(A)/8 hours working day Action limit: 85 dB(A)/8 hours working day For other exposure duration, a linear 5 dB trade duration between exposure time and level applies 80 dB(A) threshold applies

Regulations in EU
EU Directive 2003/10/EC
Peak Sound Pressure
Exposure limit: Upper action value: Lower action value: 140 dB(C) 137 dB(C) 135 dB(C)

Daily Noise Exposure

Exposure limit: Upper action value: Lower action value: 87 dB(A)/8 hours working day 85 dB(A)/8 hours working day ( ) g y 80 dB(A)/8 hours working day

For other exposure duration, a linear 3 dB trade between exposure time and level applies

Industry Standards
International
ITU-T P.360 IEEE 269 IEC 62368-1 ISO 11904 1 and -2 11904-1 2

North America
UL/CSA 60950-1

EU
ETSI EG 202 518

Ausralia
ACIF G616

Existing Telecom Requirements

Impulse Noise Exposure
140 dB in the US (same as OSHA) 140, 137 and 135 dB(C) in the EU (same as the Directive)

Long Duration Disturbance Exposure

118 dB(A) @ ERP in both the US and EU

Daily Noise Exposure

None (US) 87, 85 and 80 dB(A) in the EU (same as the Directive)

Startle Prevention
102 dB @ DRP only in Australia

Headset Compliance

Different sound fields Different measurement reference points Human ear amplifies sound levels in the
audible frequencies

Translate headset measurements to the

relevant sound field before comparing them to the regulatory requirements

Acoustic Head and Torso Simulators

Human Ear Amplifies Sound Levels

Free Field and Eardrum Responses to a Same Sound Source
30 25

20

Eardrum Response

15

dB

10

5 -5

Free Field Microphone Response

1000 10000

-10 100

Frequency (Hz)

Safety Applications in Audio Devices

In headset limiting devices

Passive di d and varistors P i diodes d i t Active discrete transistor circuits

Advanced audio processors

Automatic gain control (AGC)
E g Plantronics M12 and M22 E.g.

Frequency dependent limiting

E.g. Plantronics AP15 and M15D

Advanced DSP audio processors

E.g. Plantronics DM15 and M15D

10

I/O of an Ideal In-Headset Limiting Device

10 Receiver Drive Voltage (dBV) D e 0 -10 10 -20 -30 -40 -50 -40 -30 -20 -10 0 10 20 Input Voltage (dBV)

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Compression: Automatic Gain Control

RECEIVE COMPRESSION/LIMITING
dB OUTPUT > 1 dB OUTPUT ~ 1 dB INPUT dB INPUT dB OUTPUT < 1 dB INPUT

Receive Output (dB Relative) O

30 PEAK LIMIT 20
COMPRESSION REGION

10
VOLUME THRESHOLD

DYNAMIC LIMITING

-10
IO N
@ FIXED EXPANDER THRESHOLD

-20 20

-30
EXPANSION REGION

-10

EX

PA

NS

LI

E
10

G
20

IN

30

40

50

60

Receive Input (dB Relative)

12

Advanced DSP Audio Processors

Automatically monitor and control daily headset noise exposure inline with regulatory acoustic safety requirements

13

Other Steps to Reduce Call Center Noise Exposure

Use binaural headset in noisy environment Use noise canceling mic products Educate agents to correctly position the headsets during the uses Educate agents to adjust receive volume control regularly if available Encourage agent to lower their listening levels Encourage agent to use higher gain microphone and lower their own
voices

Reduce ambient noise level Improve noise absorption in the working area Reduce density of agents Remove equipment that generate noise Remove social gathering and conference areas away from working area

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Benefit of Noise Reduction in Call Center

Improves customers satisfaction Improves agents productivity Reduces agents working stress agents Improves work force retention Improves working environment Protects agents hearing Reduces costs of business
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Q&A

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