In October 2005, nearly 30% of the telephone staff in a 160 strong BT call centre received approximately 145 acoustic shocks in a two day period. Short, sharp bursts of white noise were transmitted through their headsets leaving many of the staff members fearful they may have received permanent damage. 

 

Acoustic shock is very much a recent industrial injury problem with the advent of call centres and help desks springing up all over the world. Unions in the UK have already overseen 700 acoustic shock injury claims, securing around £2 million in compensation for those workers affected, but still not enough is being done to combat the problem. (source:  (http://www.callcentrehelper.com/acoustic-shock-the-facts-you-need-to-know-43.htm)

 

Acoustic shock is when an unannounced sound that is materially different to normal speech travels through a headset in a space under 16 milliseconds. The sounds generally have a fast rise in “peak energy” so often resemble a sharp clang or bang. There are a host of injuries than can arise from a acoustic shock syndrome and include pain in the ear, tinnitus and hypersensitivity to sounds. 

 

Call centre workers are the most likely to suffer an acoustic shock injury, and many acoustic shock injury compensation claims are being made each year in the UK. Mis-handling of the complaints by employers are leading some cases to escalate with workers injuries and problems developing much further than they would have done if the complaint had been handled efficiently and effectively. 

 

There are regulations in place covering the maximum noise level workers can be exposed to, but as acoustic shocks can occur at a much lower level than those determined by the legislation, the regulations do not go far enough. Employers are the ones who have to take responsibility and ensure employees receive adequate acoustic shock protection.  

 

Technology can be used to help produce acoustic shock protection. Special headsets that block out sources of acoustic shocks whilst maintaining voice components can be worn. These headsets can also monitor exposure to acoustic shocks so constant monitoring can be carried out. Employers have a legal duty under the Noise at Work Regulations and under EU legislation 2003/10/EC to reduce the risk of damage to an employee’s hearing so should introduce policy, training and education where appropriate. (source:  (http://www.callcentrehelper.com/acoustic-shock-the-facts-you-need-to-know-43.htm)

 

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