Are You Taking Enough Care of Your Agents’ Hearing?

In a contact centre every interaction with customers is critical, yet one of the most important assets of all is often overlooked – the hearing health of the agents taking those calls.

But it shouldn’t be that way…

Here, David Miller explains why hearing health deserves the same level of attention as we already give dental and eye care – all to help improve communication and productivity, as well as reduce agent stress.

Proactive Ear and Hearing Health Has Been Largely Ignored

Healthy hearing is a foundation of effective communication but is frequently an afterthought.

For many, workplace hearing tests are a retrospective measure, typically associated with noisy industries.

However, for contact centre agents whose hearing and voices are their primary tools, proactive ear and hearing health management should no longer be overlooked or considered ‘nice to have’.

It should form the basis of a strategic move that directly improves the business financially, improves customer experience, and enables a happier, healthier workforce.

After all, only 6% of UK adults who haven’t been diagnosed with a hearing loss had a hearing check in the last 12 months. This is in contrast to 53% who had a dental check-up, and 46% who had an eye test (RNID 2023).

So, Why Should You Be Taking Better Care of Agents’ Hearing?

Here are 8 reasons why taking better care of your agents’ hearing health is a win–win for all involved:

1. Mishearing Details Leads to Customer Frustration

Agents’ calls revolve around communication; if they struggle to hear or understand a caller, even subtle hearing impairments can significantly impact the customer experience.

An agent mishearing details or repeating questions can lead to customer frustration and directly impact satisfaction, potentially leading to misunderstandings, complaints, or even lost business.

2. Repeating Questions Lengthens Average Handling Time (AHT)

There are clear links between hearing and productivity. If agents are struggling to hear conversations clearly, each call will take longer, which directly impacts average handle times and operational efficiency.

Also, an agent’s cognitive load is affected if they are unknowingly having to work harder (due to poor hearing) to process sounds into words; there is less spare mental capacity available to quickly problem-solve, recall information, or effectively communicate with the customer.

For advice on how to calculate AHT, why it matters, and how to use it effectively, read our article: How to Calculate Average Handling Time (AHT)

3. It’s Not Just Loud Noises That Impact Hearing

Contact centres, while not always ‘noisy’ industrially, or fully covered by Health and Safety requirements, expose agents to continuous auditory input (through phones and headsets) for extended periods.

It’s a common misconception that only loud noise can impact hearing health. Continuous low-level noise can contribute to auditory fatigue and have a subtle, yet impactful, strain on agents’ hearing. In time, this can cause permanent hearing damage.

If you are looking for strategies to reduce background noise in contact centres, read our article: How to Reduce Background Noise During a Call

4. Increased Cognitive Load Releases Stress Hormones Into the Body

When hearing health isn’t optimal, the effort required to listen and understand words intensifies, leading to increased cognitive load and mental fatigue.

This constant strain releases hormones like cortisol and adrenaline, which increase agents’ heart rates and blood pressure, and can impact their hearing.

5. Hearing Loss Prevents Agents Fulfilling Their Potential at Work

The cumulative effect of stress, fatigue, and unaddressed hearing issues can directly impact an agent’s attendance and performance.

Hearing problems can contribute to chronic headaches, anxiety, and general tiredness, leading to more sick days. Even when present, struggling agents can be less productive, not fulfil their duties and be prone to mistakes.

6. Wellbeing Is Now Considered Just as Important as Salary

When employers demonstrate a genuine commitment to their employees’ wellbeing, it creates a strong sense of being valued and appreciated.

Providing proactive ear health services sends a clear message of care about agents’ long-term health, and not just their immediate output for the business. This translates directly into improved morale and engagement amongst staff.

For some top tips to help you better support your agents’ mental health and wellbeing, read our article: 10 Wellbeing Tips From an Award-Winning Contact Centre

7. Timely Intervention Can Prevent More Significant Challenges Later On

Hearing loss is becoming more prevalent in the workplace, especially with people now working longer.

This indicates a significant portion of the working population, including contact centre agents, could be living with undiagnosed hearing issues.

These individuals may be compensating without even realizing the strain it puts on them or the impact it has on their work.

Proactive ear health checks can identify these hidden problems early, enabling timely intervention and support before it escalates into more significant challenges for both individuals and businesses.

8. Hearing Loss Can Double the Risk of Having Depression

The impact of unaddressed hearing difficulties extends far beyond the ears, significantly affecting an individual’s mental health and social life.

Constantly struggling to follow conversations can lead to frustration, embarrassment, and a tendency to withdraw from social interactions both at work and in personal life.

Next Steps for Contact Centre Leaders

With people increasingly looking to work for businesses that prioritize their health and wellbeing, offering an ear health programme can be a differentiator that can support recruitment and staff retention efforts.

Want to get started? Here are 3 actionable steps you can take to champion your agents’ hearing health:

Integrate Hearing Health Into Your Overall Wellbeing Strategy

Make ear health a part of your employee wellbeing programme by bringing convenient workplace ear health wellbeing services and hearing tests directly to your contact centre.

This removes barriers to access, encourages participation, and normalizes the process of reviewing ear and hearing health.

Regular hearing tests enables agents to understand what their hearing is up to. This allows for any unaddressed hearing loss to be treated sooner rather than later, resulting in better hearing at work.

Review the Quality of Your Agents’ Headsets

Assess the contact centre environment for excessive background noise and ensure that the headsets used are of high quality, offer appropriate noise cancellation, and have built-in acoustic shock protection.

If you are considering new headsets for your agents, read our article: Binaural vs Monaural Headsets in the Contact Centre

Educate Agents on the Importance of Ear Health

Educate agents on the importance of ear health, the risks associated with prolonged headset use, and the benefits of early detection of hearing loss.

Offer advice on safe headset volume levels, the importance of regular breaks from headsets (the RNID recommends 5–10 minute breaks from headset use after every hour of usage), proper headset hygiene, and recognizing early signs of hearing strain.

Also use internal communications, workshops, and accessible materials to demystify hearing health.

Overall, this will contribute to a more productive, engaged, and resilient contact centre operation.

Written by: David Miller, Director, Workplace Ear Care

For more information on taking care of your agents, read these articles next:

• How to Develop Psychological Safety in the Contact Centre
• 10 Quick Wins for Cheering Up Your Agents
• How to Limit Agent Burnout With Empathy-Led Leadership

Author: David Miller
Reviewed by: Jo Robinson