noise exposure monitoring in call centres richard tyler c.eng. f.i.o.a. a.v.i. ltd
TRANSCRIPT
![Page 1: NOISE EXPOSURE MONITORING IN CALL CENTRES Richard Tyler C.Eng. F.I.O.A. A.V.I. Ltd](https://reader036.vdocuments.net/reader036/viewer/2022062321/56649ef35503460f94c05f38/html5/thumbnails/1.jpg)
NOISE EXPOSURE MONITORING IN CALL CENTRES
Richard Tyler C.Eng. F.I.O.A.
A.V.I. Ltd.
![Page 2: NOISE EXPOSURE MONITORING IN CALL CENTRES Richard Tyler C.Eng. F.I.O.A. A.V.I. Ltd](https://reader036.vdocuments.net/reader036/viewer/2022062321/56649ef35503460f94c05f38/html5/thumbnails/2.jpg)
• Noise exposure at work has been regulated for years
• The EU’s Physical Agents (Noise) Directive soon to be implemented lowers by 5 dB the daily exposure of workers
![Page 3: NOISE EXPOSURE MONITORING IN CALL CENTRES Richard Tyler C.Eng. F.I.O.A. A.V.I. Ltd](https://reader036.vdocuments.net/reader036/viewer/2022062321/56649ef35503460f94c05f38/html5/thumbnails/3.jpg)
• UK’s HSE will be issuing“Control of Noise at Work Regulations” in 2005
• Implemented on 15th February 2006
• Will require risk assessments to be made on all staff
![Page 4: NOISE EXPOSURE MONITORING IN CALL CENTRES Richard Tyler C.Eng. F.I.O.A. A.V.I. Ltd](https://reader036.vdocuments.net/reader036/viewer/2022062321/56649ef35503460f94c05f38/html5/thumbnails/4.jpg)
• Action is mandated to reduce exposure if the limit value is approached or exceeded.
• The assessments must be related to the action value and the limit value
![Page 5: NOISE EXPOSURE MONITORING IN CALL CENTRES Richard Tyler C.Eng. F.I.O.A. A.V.I. Ltd](https://reader036.vdocuments.net/reader036/viewer/2022062321/56649ef35503460f94c05f38/html5/thumbnails/5.jpg)
• The PA(N)D specifies limits on noise measured in open spaces
• Noise inside earpiece of headset needs to measured in a special way – converting to new limits is not straightforward!
![Page 6: NOISE EXPOSURE MONITORING IN CALL CENTRES Richard Tyler C.Eng. F.I.O.A. A.V.I. Ltd](https://reader036.vdocuments.net/reader036/viewer/2022062321/56649ef35503460f94c05f38/html5/thumbnails/6.jpg)
• HSE recognised need for low-cost equipment to measure headsets properly
• Bids for project using non-invasive techniques invited
• Two monitoring systems to be developed - for noise exposure and acoustic shocks
![Page 7: NOISE EXPOSURE MONITORING IN CALL CENTRES Richard Tyler C.Eng. F.I.O.A. A.V.I. Ltd](https://reader036.vdocuments.net/reader036/viewer/2022062321/56649ef35503460f94c05f38/html5/thumbnails/7.jpg)
Awarded to
AVI Ltd
with assistance from
Apple Dynamics,
HSL
AV Calibration Ltd.
![Page 8: NOISE EXPOSURE MONITORING IN CALL CENTRES Richard Tyler C.Eng. F.I.O.A. A.V.I. Ltd](https://reader036.vdocuments.net/reader036/viewer/2022062321/56649ef35503460f94c05f38/html5/thumbnails/8.jpg)
• Noise exposure measured by the H2 Monitor
• 2 acoustic measures made – noise in the headset earpiece and local ambient noise
![Page 9: NOISE EXPOSURE MONITORING IN CALL CENTRES Richard Tyler C.Eng. F.I.O.A. A.V.I. Ltd](https://reader036.vdocuments.net/reader036/viewer/2022062321/56649ef35503460f94c05f38/html5/thumbnails/9.jpg)
![Page 10: NOISE EXPOSURE MONITORING IN CALL CENTRES Richard Tyler C.Eng. F.I.O.A. A.V.I. Ltd](https://reader036.vdocuments.net/reader036/viewer/2022062321/56649ef35503460f94c05f38/html5/thumbnails/10.jpg)
• H2 monitor measures exposures in 1 minute intervals and saves all data for both signals
• Download data to PC where overall daily exposures are calculated automatically as required in the PA(N) Directive
• Graph of exposure measured during the day produced
![Page 11: NOISE EXPOSURE MONITORING IN CALL CENTRES Richard Tyler C.Eng. F.I.O.A. A.V.I. Ltd](https://reader036.vdocuments.net/reader036/viewer/2022062321/56649ef35503460f94c05f38/html5/thumbnails/11.jpg)
![Page 12: NOISE EXPOSURE MONITORING IN CALL CENTRES Richard Tyler C.Eng. F.I.O.A. A.V.I. Ltd](https://reader036.vdocuments.net/reader036/viewer/2022062321/56649ef35503460f94c05f38/html5/thumbnails/12.jpg)
• To set-up the H2 needs one set of information about the make & type of headset in use
• AVI can measure and supply this for any headset
![Page 13: NOISE EXPOSURE MONITORING IN CALL CENTRES Richard Tyler C.Eng. F.I.O.A. A.V.I. Ltd](https://reader036.vdocuments.net/reader036/viewer/2022062321/56649ef35503460f94c05f38/html5/thumbnails/13.jpg)
• Current exposure levels not widely known - mostly thought to be below current limits if ambient noise not too high
• New levels will mean more people exposed to levels near or above the limit value
![Page 14: NOISE EXPOSURE MONITORING IN CALL CENTRES Richard Tyler C.Eng. F.I.O.A. A.V.I. Ltd](https://reader036.vdocuments.net/reader036/viewer/2022062321/56649ef35503460f94c05f38/html5/thumbnails/14.jpg)
• Monitoring is the only way to determine actual exposure
• Monitoring shows duty of care
• Action is mandated if exposure exceeds limit value
![Page 15: NOISE EXPOSURE MONITORING IN CALL CENTRES Richard Tyler C.Eng. F.I.O.A. A.V.I. Ltd](https://reader036.vdocuments.net/reader036/viewer/2022062321/56649ef35503460f94c05f38/html5/thumbnails/15.jpg)
ACOUSTIC SHOCK
• Rare event – random monitoring unlikely to detect
• H2 Monitor modified to add real-time high-quality audio storage
![Page 16: NOISE EXPOSURE MONITORING IN CALL CENTRES Richard Tyler C.Eng. F.I.O.A. A.V.I. Ltd](https://reader036.vdocuments.net/reader036/viewer/2022062321/56649ef35503460f94c05f38/html5/thumbnails/16.jpg)
• Records continuously with 15 second loop
• Monitor detects likely shocks and stops recording loop 12 seconds after detection
• Audio saved on smart card – replay on PC sound card
![Page 17: NOISE EXPOSURE MONITORING IN CALL CENTRES Richard Tyler C.Eng. F.I.O.A. A.V.I. Ltd](https://reader036.vdocuments.net/reader036/viewer/2022062321/56649ef35503460f94c05f38/html5/thumbnails/17.jpg)
WHAT NEEDS TO BE CONSIDERED?
• Are the noise exposure levels above the first action level or even higher?
• Is a duty of care being shown?
![Page 18: NOISE EXPOSURE MONITORING IN CALL CENTRES Richard Tyler C.Eng. F.I.O.A. A.V.I. Ltd](https://reader036.vdocuments.net/reader036/viewer/2022062321/56649ef35503460f94c05f38/html5/thumbnails/18.jpg)
• Non-compliance with the new limits can be prosecuted and Insurance Companies are taking interest in audio risks
• Costs of non-compliance could be high
![Page 19: NOISE EXPOSURE MONITORING IN CALL CENTRES Richard Tyler C.Eng. F.I.O.A. A.V.I. Ltd](https://reader036.vdocuments.net/reader036/viewer/2022062321/56649ef35503460f94c05f38/html5/thumbnails/19.jpg)
AVI can offer• Supply of H2 monitors• Training of personnel in use
of H2 monitorOR
• Noise exposure surveys• Consultancy and advice
![Page 20: NOISE EXPOSURE MONITORING IN CALL CENTRES Richard Tyler C.Eng. F.I.O.A. A.V.I. Ltd](https://reader036.vdocuments.net/reader036/viewer/2022062321/56649ef35503460f94c05f38/html5/thumbnails/20.jpg)
• H2 Monitor can be used with any make or model of headset once details are programmed in
• Consider establishing current position well before 2006!
![Page 21: NOISE EXPOSURE MONITORING IN CALL CENTRES Richard Tyler C.Eng. F.I.O.A. A.V.I. Ltd](https://reader036.vdocuments.net/reader036/viewer/2022062321/56649ef35503460f94c05f38/html5/thumbnails/21.jpg)
Presentation given byRichard TylerAVI Ltd.,13c Old Bridge Way,Shefford,Beds. SG17 5HQTel: 01462 638618E-mail [email protected]