I called a major telecoms company recently and during my conversation with an agent overheard a colleague of his talking to a customer. In a busy contact center, unless steps are taken to reduce noise, your customers may be able to hear other conversations going on in the background. This can be distracting and also potentially sensitive discussions may be overheard – I wonder how you would feel if someone overheard your credit card number being read out? Investing in technology to reduce noise and even noise cancelling headsets can help ensure this does not happen. If you don’t know what a customer may hear in the background, just call your center and speak to an agent – listen out for other noises in the background and if they are obvious, do something about it!