We’ve all been there, haven’t we? You’re on a crucial video call and all of a sudden your dog won’t stop barking, and the washing machine attempts lift-off in the background. It’s instantly distracting, pulling focus away from what the other person is saying. Ugh.
Of course, remote work is undoubtedly quieter than being in-office, but that doesn’t mean it’s without its own unique downsides.
Even more so when you’re in a customer-facing team, as background noise isn’t just annoying – it can genuinely damage productivity, communication, and the customer experience.
So, here’s why this seemingly small issue creates such big waves, the most common culprits, and some top tips and suggestions on how to make sure your agents’ sound quality is the best that it can be – no matter where they work.
Why Background Noise Matters More Than You Think
Background noise might feel like a minor annoyance – a creaky chair here, a barking dog there – but when agents are trying to do their job working from home, it can cause much bigger issues than you’d expect:
- Customers (or even colleagues during team huddles) may struggle to hear them clearly, especially if they’re in noisy environments themselves. This leads to more “Sorry, can you repeat that?” moments which elongates calls and leads to communication breakdowns.
- Even if they’re saying all the right things to defuse a situation, if there’s a child screaming in the background or their keyboard’s clattering like a typewriter from 1952, it can completely undercut the professional image they’re trying to project.
- Background noise can also distract them! Studies show that auditory distractions significantly reduce focus and task efficiency. Calls take longer, details are missed, and the cognitive fuzz builds up.
Remote work might offer flexibility, but it also means agents need to take more personal responsibility for their environment. Because it’s not just about where they sit – it’s about how they sound.
Common Causes of Background Noise
Not all background noise is immediately obvious – and sometimes it’s the subtle, repetitive sounds that cause the most disruption.
Here are the most common culprits:
Your Agent’s Workstation
- Squeaky chairs – Over time, a tiny creak every time an agent shifts can sound like nails on a chalkboard through a headset.
- Mechanical keyboards – They’re trendy for a reason, but the echo can overpower your agent’s voice if they’re not using a noise-cancelling mic.
- Hard floors – Whether it’s foot tapping, rolling chairs, or even the slight shuffle of shoes – sound bounces far more on laminate or tile.
Your Agent’s Surroundings
- Open windows – Lovely for fresh air (especially in the summer months) until a neighbour revs up their lawnmower, of course!
- Pets and kids – We love them, but a dog barking or a toddler wailing can kill focus instantly. After all, they don’t care about the situation your agent is trying their very best to defuse!
- TVs, radios or music in the background – These are particularly problematic in shared homes. Even if your agent can tune it out, their mic probably won’t.
Your Agent’s Work Habits
- Phone notifications – Constant pings from WhatsApp or Slack? Those sounds do distract agents and may be heard by the caller. It’s best for agents to keep devices on silent or Do Not Disturb.
- Fidgeting or multitasking – Eating on calls, playing with pens, tapping feet – it’s all audible, and often more distracting than your agents might realize.
How to Reduce Background Noise (Without Asking Your Agents to Move to a Cave)
A few simple tweaks can go a long way here, including to:
Help Your Agents Adjust Their Work Set-Up
- Using soft furnishings to absorb sound – rugs, curtains, cushions.
- Placing their desk away from high-traffic areas like kitchens or hallways.
- Considering a wall-facing desk to help direct their voice toward the mic (and keep visual distractions minimal too).
See If They Can Establish Some Household “Ground Rules”
- Having set ‘do not disturb’ times with flatmates or family members.
- Placing a visual indicator (like a sign on the door or outside their space) when they’re on a call.
- Keeping pets occupied during peak times in particular – puzzle toys or treats can work wonders!
How to Handle the Conversation Well (When You Need to “Have a Word” With One of Your Agents)
Sometimes it’s even you who’s being distracted by an agent’s background noise – either during your call-listening reviews or in virtual team huddles via video link.
So, if you need to address consistent audio issues without compromising your professional relationships, here’s some advice on how to tackle these conversations in a fair and constructive manner:
1. Share What You Hear
If the issue persists, use call recordings (if your company records them) to gently point out what the customer may be hearing. People are often unaware of how loud or disruptive their environment really is.
2. Offer Solutions, Not Criticism
It’s not something anyone should feel bad about, it’s simply an issue needing a resolution, so the focus should be on how it may affect professionalism and customer experience.
For example:
“You’re doing a great job, but I’ve noticed some noise during calls. It might make it hard for customers to focus on what you’re saying. Let’s see if we can fix it together.”
And then, you might suggest for them to:
- Relocate their set-up
- Wear a noise-cancelling headset
- Mute when not speaking
3. Escalate If Needed (With Fairness)
If it’s a persistent problem and the agent isn’t addressing it, you may need to give a clear warning.
Something like:
“If this can’t be resolved from home, we may need to revisit hybrid or office-based working for customer-facing tasks.”
Of course, this should always be a last resort, but it is sometimes necessary if service quality is on the line.
Tech That Can Make All the Difference
The good news is agents don’t need to soundproof their entire home office or be given a huge budget to support their new and improved set-up. Some of the smartest, most effective tools are surprisingly accessible now, including:
Noise-Cancelling Headsets
Providers like Jabra offer professional-grade headsets that use directional microphones to isolate your agent’s voice.
Some even cancel out ambient noise on both ends of the call, making sure your customers only hear what they’re supposed to hear – and not the dog snoring under the desk!
Acoustic Fence Technology
This one’s a game-changer. Brands like Poly offer Acoustic Fence technology that literally creates a virtual bubble around your agent – an invisible barrier – where anything outside of it, even their partner blending a smoothie in the next room, won’t get picked up.
It’s freakishly smart, and honestly, pretty magical to experience.
Software Filters
Apps like Krisp, NVIDIA RTX Voice, or Zoom’s inbuilt background noise suppression can also filter unwanted sounds if your agent isn’t using external devices. They work well for casual calls, but for high-stakes conversations, a headset will always beat software.
If Background Noise Is Affecting Customers, You Can’t Ignore It!
No one expects absolute silence from home – that’s unrealistic, and part of the charm of remote work is its humanity.
But if background noise starts to affect performance, customer satisfaction, or your agent’s wellbeing, then it’s definitely worth tackling.
When your agents are more intentional with their space and their habits, and are provided with the right tech, they’ll not only sound more professional, but they’ll feel more focused, in control, and respected. And that’s something worth tuning into!
For more information on improving your agents’ working environment, read these articles next:
- 12 Quick Ways to Deal With Call Centre Noise
- 10 Noise Reduction Tips for Remote Workers
- How Do I… Improve Sound Quality in the Contact Centre?
- How to Reduce Background Noise During a Call
Author: Stephanie Lennox
Reviewed by: Jo Robinson
Published On: 8th Sep 2025 - Last modified: 15th Sep 2025
Read more about - Call Centre Management, Customer Experience (CX), Customer Service, Employee Engagement, Headsets, Health Wellbeing and Stress, Management Strategies, Stephanie Lennox, Top Story
