Background noise adversely impacts call experience and effectiveness
Lack of clear communication during calls frustrates both customers and agents. Agent chatter and keyboard clicks, inbound customers calling while at airports, driving in cars or walking on the street. These disruptive background noises adversely affect customer experience and agent productivity, resulting in lower satisfaction scores and agent turnover.
The Impact of Background Noise on Call Centers
Background noise adversely impacts call experience and effectiveness. Common sources of disruptive noise include:
- Agent Chatter and Keyboard Clicks: Internal office noise, such as conversations between agents and the sound of keyboard typing, can be picked up by microphones, distracting both the agent and the customer on the call. This can lead to repeated information, misunderstandings, and a need for clarification, which elongates call duration and reduces overall efficiency.
- Noisy Environments: Customers often call from various noisy environments such as airports, cars, or public streets. These external noises can dominate the audio feed, making it difficult for agents to hear and respond accurately. For instance, the background noise in an airport can include announcements, people talking, and luggage being moved, which creates a challenging auditory environment for clear communication.
- Technical Interferences: Background noise can also stem from technical sources such as air conditioning units, office equipment, or even network-related static. Such noises can cause intermittent disruptions in call clarity, leading to a fragmented and frustrating communication experience.
These distractions can result in several negative outcomes:
- Lower Satisfaction Scores: Customers are likely to rate their experience poorly if they have to deal with background noise, as it hampers clear communication.
- Higher Agent Turnover Rates: Persistent noise distractions can lead to job dissatisfaction among agents, increasing their stress levels and contributing to higher turnover rates.
- Reduced Efficiency: Noise distractions prolong call duration and reduce the number of calls an agent can handle effectively within their shift.
Krisp removes background noises during calls
AI-powered Krisp is the best software solution that mutes background noises for inbound and outbound calls in real-time, resulting in improved customer experience and agent productivity. Distracting noises from customers and agents are removed from the call while maintaining clear voice communications.
Technical Insights into Krisp’s Noise Cancellation Technology
Krisp utilizes advanced noise-canceling technology powered by deep-learning algorithms to tackle these issues. Here’s how it works and the technical advantages it brings:
- Advanced Noise Recognition:
- Krisp employs deep neural networks trained on thousands of hours of audio data to distinguish between human voices and background noise.
- The system can differentiate and isolate noise from the speech in real time, ensuring that only the human voice is transmitted.
- Real-Time Processing:
- The software operates with minimal latency, processing audio signals in real time to provide instant noise cancellation without noticeable delays.
- This is crucial for maintaining the natural flow of conversation during calls.
- Bidirectional Noise Cancellation:
- Krisp cancels noise on both ends of the call, meaning it mutes background noise for both the agent and the customer.
- This dual approach ensures a clear communication channel regardless of the source of the noise.
- On-Device Processing:
- The noise cancellation process is handled on the user’s device, reducing the need for cloud-based processing. This enhances security and reduces latency.
- On-device processing also means that the data remains on the user’s device, complying with stringent privacy standards.
- Scalability and Integration:
- Krisp’s software can be easily integrated with various call center telephony platforms, making it a scalable solution for businesses of all sizes.
- The software is compatible with all types of headsets and microphones, eliminating the need for specific hardware requirements.
Benefits of Krisp for Call Centers
| Benefit | Description |
|---|---|
| Enhanced Call Quality | By eliminating background noise, Krisp ensures that both parties on the call can focus solely on the conversation, leading to more effective communication. |
| Increased Agent Productivity | Agents can work in a quieter environment, reducing fatigue and improving their ability to handle calls efficiently. |
| Improved Customer Experience | Clear communication leads to higher customer satisfaction, as their issues are resolved more quickly and accurately. |
| Compliance and Security | On-device processing and real-time redaction of sensitive information (such as PII and PCI) ensure compliance with privacy regulations. |
By implementing Krisp, call centers can significantly improve their operational efficiency and customer satisfaction. This advanced noise-cancellation technology offers a robust solution to the pervasive problem of background noise, transforming the call center environment into a more productive and customer-friendly space.
