With a labour force increasingly volatile and open to changing jobs quickly, employers experience the need to add to the salary and benefits packages items which very few would think would make a difference. A Plantronics commissioned 2017 noise in workplace global study revealed that 94% of the respondents said they believe they would get more done in a quieter environment, and 53% agreed that background noise reduces satisfaction and productivity*. “These findings can be important for business owners because they introduce new considerations into the list of attractive elements a company can put upfront when recruiting. The ways of working are changing and especially in potentially noise distracting areas, such as call centres, noise and distraction are larger issues than most executives realize – and can have detrimental effects on employee engagement and productivity, Heidi Butler, Regional Manager - Eastern Europe Plantronics, says.
Heidi Butler is attending the Customer Care Conference in Bucharest, on April 18th, which is taking into discussion, amongst many other topics, the new reality of call centre business: it is no longer a question of fast response but also a matter of better, more comfortable, meaningful interactions with higher results in customer retention, engagement and acquisition.
This is indeed a major topic of discussion, since 64% of the 2017 noise in workplace global study respondents said that being able to block out noise and distraction increases their productivity. Noise reaches everywhere, including your bottom line.
Plantronics, a global leader in audio communications technologies, has experience working with contact centres of all sizes around the world to understand contact centre employee behaviour, device preference and workstyles and how noise and distraction affects their ability to get work done. Plantronics was founded in 1961 when two airline pilots set out to invent an alternative to the conventional headsets of the commercial aviation industry. Eight years later, and 384,000 km further on, Plantronics made history when Neil Armstrong spoke those legendary words from the moon, transmitted through a Plantronics device. Today, Plantronics has more than fifty years of history in leadership, innovation and evolution within the technology market with more than 400 engineers, 700 patents, an award-winning design team and globally recognized manufacturing excellence. The Plantronics range of headsets and other communications products is available throughout the world and its presence in Europe is very strong.
In case you wonder why “noise” has suddenly become a topic, it has always been there but just figure that one study suggests that it can take up to 23 minute** on average to fully regain focus after a distraction. Compare this to an hourly wage and you might be able to understand the potential financial impact. It’s really all about the customer experience in transition and organizations realizing how critically customer interaction can impact a brand.
Plantronics is an audio pioneer and a global leader in the communications industry, creating intelligent and adaptive solutions that support customers’ most important needs: experiencing and facilitating simple and clear communications while enjoying distraction-free environments. Plantronics solutions are used worldwide by consumers and businesses alike, and are an optimal choice for open office environments. From Unified Communications and customer service ecosystems, to data analytics and Bluetooth headsets, Plantronics delivers high-quality communications solutions that customers count on today.
Plantronics has been present in Romania since late 1990s through a long-standing partnership with local distributor ABN Systems International, www.abnsystems.ro.
*Plantronics Noise in the Workplace Global Study, 2017 and Mobile Collaboration Survey, 2016
**”The Cost of Interrupted Work: More Speed and Stress Study” from the Department of Informatics, University of Irvine, California
