Noise At Work Directive

Legislative Background

‘Noise at work’ is regulated by the European Union (EU). Currently the only restrictions specific to call centre agents are those relating to acoustic shock limits for telephone headsets set at 115db.

In February 2003 the EU introduced new legislation that comes into force on the 15th February 2006. It is important to note that your current headsets will not automatically comply with the new Noise at Work Directive, which is officially known as the "Directive 2003/10/EC of the European Parliament and of the Council of 6 February 2003.” This Directive specifies the minimum health and safety requirements regarding the exposure of workers to the risks arising from physical agents (noise). The Directive focuses on ‘noise’ that relates not just to the headset equipment itself but also to the ambient noise in the environment in which it is used. In a noisy call centre where the average noise exposure is high, the Company will find that an agent’s working day will have to be reduced to compensate. Key levels specified in the Directive are: The Sound Pressure must not at any time exceed 140 dB The average Sound Pressure Level measured over a full working day (8Hours) must not exceed 87 dBA It is not illegal to work in environments with noise levels higher than 87 dBA - but then it must be for a shorter period of time. If the exposure is above 80 dBA, some actions must be taken by the work place. This includes information, training, hearing testing offered etc. etc.

The Headset Solution To The Legislation

To meet the EU regulatory requirements GN Netcom have developed the GN 8210, a digital amplifier that is compatible with the complete range of GN Netcom headsets.

The GN 8210 digital amplifier: Prevents the receive signal from exceeding the international standard for noise exposure of a weighted average of 85 db. Dramatically reduces background and ambient noise on the incoming signal. Automatically adjusts the volume of an incoming call Is compatible with all telephone systems Tailors sound to meet the needs of the user. E.g. Frequencies can be enhanced for those who are hard of hearing.

Headset Asset Management - NOMAD

It is never enough just to comply with the legislation; you need to be able to demonstrate it together with ‘good practice’ housekeeping. This is where NOMAD ensures that you can produce comprehensive records in response to employee queries, or in case of litigation.

NOMAD is a real time, web-based application, providing a facility to monitor the use and storage of headsets and their allocation to a call centre agent. NOMAD can assist call centre managers in managing headsets through the following features:

• The allocation of headsets to agents.
• The documentation of free stock awaiting allocation.
• Stock absent for repair or refurbishment.
• Audit trails of individual headsets or other items based on unique barcodes.
• Scheduling and recording of refurbishment cycles to cover the replacement of headset consumable items such as ear cushions.
• Audit trails of Agents’ usage.
• Reports including headset inventory.
• Budgeting for replacement and out of warranty equipment.
• Financial reporting for depreciation.

NOMAD is multi-layered and password protected. This permits selective viewing by individual site managers, as well as company-wide screening by head-office management. NOMAD will help reduce the overall purchase and maintenance costs of headsets by providing a Company with the ability to locate and identify the status of each individual headset in their portfolio.

NOMAD will enable you to demonstrate a responsible attitude to your workforce and discharge all your legal Health and Safety obligations.

Call us to discuss how you can not only ensure full compliance, but demonstrate full compliance with the new ‘Noise At Work’ directive.

Call Communications Solutions UK Limited on Tel. 0844 477 1622 or email us on info@com-solutions.co.uk