Like many other open spaces (open plan offices, spaces free of limits, large open offices), i.e. spaces designed to accommodate more than 5 people without complete separations between the workplaces, a call center is a workspace in which various activities can be carried out: telephone, paperwork, etc. Reverberation must be limited to ensure no interference between nearby workstations but also to allow comfort for short-distance conversations.
If the level of performance associated with the acoustic ambience is "efficient", then brief conversations in low voices in the local are not sources of annoyance to others, speech discretion (status obtained when an effort is required to understand the content of a conversation emitted from a nearby workstation) is limited, impact noise in adjacent lanes are poorly heard, outside noise and equipment noise contribute to a moderate background noise, without causing discomfort: the performance level is appropriate primarily for tasks requiring limited concentration.
If the level of performance associated with the acoustic environment is "very efficient", then there is no need to raise your voice to a brief exchange of words between adjacent workstations (thus the discretion between work positions with more distance is relatively good), low voice conversations in the room are not sources of discomfort, equipment noise and outside noise are audible, without causing discomfort or fatigue: an open space, even at this level, is suitable only for tasks requiring a moderate concentration, occasionally higher.
ITS will participate in the improvement of acoustic comfort of a call center in Lyon (France, Rhône-Alpes, Rhône county).
Given the noise annoyance felt by occupants (up to 11) that led to consider acoustical works, the reduction of the reverberation time required made necessary to consider the installation of products and construction systems with acoustic performance namely for medium and high frequencies.
It was therefore considered during the sizing of acoustical treatment equipment the recourse to an absorbing wall lining based on a high density mineral wool and on an appropriate facing (cloth) for cleaning with a damp cloth: it was foreseen that 3 among the 4 walls delimiting the call center would be partially covered, by arranging glass surfaces to provide visibility to the surrounding areas.
No doubt that the implementation of this absorbing wall lining will ensure an acoustic comfort conducive to good working conditions for this call center.