Where is the noise coming from? Who or what is making the noise? Which of my employees suffer from significant ambient noise? These are all valid questions that any manager, especially a call center manage, might be asking. Answering these questions without an automatic tool is difficult especially if the employees are working from a remote office or from home office. In this post we will discuss the requirements from an automatic tool that can help answer these questions.

The problem

A manager has the responsibility to identify issues that might harm productivity and minimize them as much as possible. For example, if an employee is working from home but from some reason his/her network connection to the office is poor, the network administrator should be able to identify this and recommend on multiple ways to resolve the problem and increase productivity. Similarly, ambient noise can be a source of disturbance and might reduce productivity especially if the ambient noise leaks to phone calls and heard by your customers and peers. Listening to the phone calls in order to manually identify the noise is possible but consumes significant amount of man-power. Therefore, an automatic tool should be used for this job. In order for an automatic tool to help, it must be able to “listen” to the audio and identify the noise in the call. This noise might be human noise, e.g. other people talking in the background, or non-human noise, e.g. dog barking.

The requirements

As we discussed, the requirements from the automatic tool is that it will have the following capabilities:

1. Identify ambient noise. It should be able to identify ANY type of ambient noise including human noise in the background.
2. Report to a centralized dashboard statistics on call quality providing key data like: noise level, identification of the call, location of the noise etc.

The tool

SoliCall offers noise cancelling software products, like the Noise Firewall, that can easily connect to any phone system. In addition to fulfilling the above requirements these software products also perform real-time noise cancellation and therefore help improving customer experience and increase productivity. The dashboard provides plenty of information to help managers identify any aspect related to audio quality including noise, echo & volume/gain. The dashboard also contains a Noise Map showing the location of the noise. As part of our commitment to your security and privacy all the data including statistics and dashboards are stored locally making sure your privacy and security are not compromised.