Question 1

What is the ideal distraction distance for a call centre?

Accepted Answer

Call centres should achieve a distraction distance (rD) of less than 5 metres, meaning agent speech becomes unintelligible within two desk positions. ISO 3382-3 defines rD as the distance where the A-weighted SPL of speech drops below the masking noise level. This requires absorptive ceilings (NRC ≥0.90), desk-mounted screens (minimum 400 mm above desk level), and calibrated sound masking at 45–48 dBA.

Question 2

How high should acoustic screens be in a call centre?

Accepted Answer

Desk-mounted acoustic screens should extend at least 400–500 mm above the seated head height (typically 1,200–1,500 mm total height from floor). Screens should be absorptive on both faces (NRC ≥0.80) and extend the full width of the desk. Higher screens improve privacy but reduce visual connectivity and access to natural light, so the design must balance acoustic and wellbeing requirements.

Question 3

What sound masking level is appropriate for call centres?

Accepted Answer

Call centres typically use sound masking levels of 45–48 dBA, which is 3–5 dB higher than standard office masking. The spectrum should be shaped to match speech frequencies (500–4000 Hz) with a gradual high-frequency roll-off. The higher masking level is tolerated because agents wear headsets, but the system must be zoned to allow reduced levels in break areas and team rooms.

Question 4

How does ceiling height affect call centre acoustics?

Accepted Answer

Lower ceilings (2.4–2.7 m) improve speech privacy by increasing the ceiling absorption effectiveness relative to the sound source, but can create an oppressive environment in high-density layouts. Higher ceilings (3.0–3.5 m) improve the sense of space but require higher-performance absorptive treatment to achieve equivalent rD values. The optimum balance is typically 2.7–3.0 m with Class A absorptive ceiling tiles.

Room	RT60 Target	Key Metric
Agent Floor	rD < 5 m	STI < 0.50 at 8m	Details →
Team Room	≤0.5s	STC 40+	Details →
Break Room	≤0.8s	STC 45+ to floor	Details →
Training Room	≤0.6s	STI ≥0.60	Details →

Call Centres & Contact Centres Acoustic Design Guide

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