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NOISE EXPOSURE MONITORING IN CALL CENTRES Richard Tyler C.Eng. F.I.O.A. A.V.I. Ltd.

NOISE EXPOSURE MONITORING IN CALL CENTRES Richard Tyler C.Eng. F.I.O.A. A.V.I. Ltd. 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.

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NOISE EXPOSURE MONITORING IN CALL CENTRES Richard Tyler C.Eng. F.I.O.A. A.V.I. Ltd.

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  1. NOISE EXPOSURE MONITORING IN CALL CENTRES Richard Tyler C.Eng. F.I.O.A. A.V.I. Ltd.

  2. 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

  3. 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

  4. 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

  5. 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!

  6. 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

  7. Awarded to AVI Ltd with assistance from Apple Dynamics, HSL AV Calibration Ltd.

  8. Noise exposure measured by the H2 Monitor • 2 acoustic measures made – noise in the headset earpiece and local ambient noise

  9. 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

  10. 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

  11. 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

  12. Monitoring is the only way to determine actual exposure • Monitoring shows duty of care • Action is mandated if exposure exceeds limit value

  13. ACOUSTIC SHOCK • Rare event – random monitoring unlikely to detect • H2 Monitor modified to add real-time high-quality audio storage

  14. 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

  15. 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?

  16. 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

  17. AVI can offer • Supply of H2 monitors • Training of personnel in use of H2 monitor OR • Noise exposure surveys • Consultancy and advice

  18. H2 Monitor can be used with any make or model of headset once details are programmed in • Consider establishing current position well before 2006!

  19. Presentation given by Richard Tyler AVI Ltd., 13c Old Bridge Way,Shefford, Beds. SG17 5HQ Tel: 01462 638618 E-mail sales@avi.f2s.com

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