How call centres can cause industrial deafness

There are over 300,000 people in the UK who are believed to be suffering from industrial deafness or tinnitus as a result of a noisy workplace. Although most traditionally associated with loud machinery, industrial deafness can also occur in call centres. Read more about professions at risk.

Call centres
There are between 3,000 and 5,000 call centres in the UK and these provide employment for around 2% of the British workforce. At present this equates to more than 400,000 people but the industry is still growing relatively quickly.

The work that call centre operators undertake was thought to be low risk for many years. However, more recently, a range of personal injuries from the profession have become apparent. These include Repetitive Strain Injury, eyesight problems, postural problems resulting in back injuries, and hearing damage.

Call centre operators Causes of call centre hearing damage
The main type of hearing damage that is sustained in call centres is acoustic shock. This has been described by trade unions as "the industrial injury of the 21st century".

It occurs when there is a very high-pitched noise on the telephone line. This noise can be caused by problems with the electrical equipment that is being used, such as faulty headphones, turrets, switchboards or telephone lines that cause feedback.

Hearing damage can also occur if there is a very loud noise on the other end of the line. Unfortunately, agitated callers have tried to cause discomfort to call centre operators by amplifying shrill noises and whistling down the line.

However, it is not just noise over the telephone that poses a risk of industrial deafness to those working in call centres. The level of ambient noise in their environment is often very high because of the constant sound of people talking.

Preventative measures
With so many workers at risk of sustaining industrial deafness, it is clear that an effective solution to this issue must be found.

Suggested preventative measures include:

Noise-limiting headphones: As their name suggests, these headphones limit the level of noise that can be transmitted through them. Unfortunately, they have not been a success when tested practically because even if they are set at the correct level they can cause speech to sound muffled or poor in quality.
Shriek-rejection amplifiers: A device that fits to the telephone line, this will monitor speech and other noise that is being transmitted. It will quickly detect (in a matter of hundredths of seconds) and block a noise of abnormal frequency with only minimal disruption to conversation.
Noise-cancelling microphones: These microphones eliminate the majority of background noise so that call centre workers do not have to speak so loudly to be heard by the caller. This means ambient noise is reduced and there is less risk of hearing loss.

The Acoustic Safety Programme
The Acoustic Safety Programme is a safety initiative that supports the Health and Safety Executive Acoustic Shock Guidelines in order to reduce the number of call centre operators with tinnitus and other types of industrial deafness. Read about other industrial deafness regulations.

As such it is supported by TUC and the Call Centre Management Association, as well as many other industry bodies.

If you would like to find out more about the Acoustic Safety Programme, please go to
http://www.acousticshock.org for more information.

Claiming compensation for industrial deafness
There have been many successful industrial deafness claims made by call centre workers who have experienced acoustic shock and other types of hearing damage. It is estimated that over £10 million in industrial deafness compensation has been paid to UK call centre employees since the risk to hearing was first recognised relatively recently. Read more about industrial deafness compensation amounts.

We can help you to get compensation if you have suffered tinnitus or any form of industrial deafness as a result of working in a call centre or other noisy environment. Our panel of personal injury solicitors are experts in claims for hearing loss and are successful in many of the cases that they handle.

We guarantee that you will not have to pay a penny towards your industrial deafness claim, no matter what the outcome. This is because you will be protected from costs and fees if your claim is not successful, whilst your opponent will be responsible for all the charges if it is successful.

If you wish to find out more about making a cost-free industrial deafness claim, please call 0800 10 757 95 or fill in an online claim form.