Rank: Guest 
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A friend of mine is a manager in a government call centre, he has an advisor on his team who's volume when talking rises throughout the day to such an extent that it disrupts her fellow team members.
He has asked me if there is anything he can do to help allieviate the situation, i have suggested that he should have a quiet word with her and explain the impact that she is having, and to maybe refer her to occupational health for a hearing test, as she may well have a problem and doesnt realise it at the moment.
I may have gone a bit far suggesting the occupational health referral, but i would appreciate any comments and suggestions on this touchy subject.
Many Thanks in Advance.
Sean
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Rank: Forum user 
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Sean, Occ health hearing test is not a bad suggestion but as you say does need sensitivity when the subject is brought up.
It could be that the person is becoming stressed as the day goes on and that is causing the raised volume.
Whatever the cause, the first question to ask is does the person realise that her volume is increasing?
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Rank: Forum user 
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Hi Sean
If it is a sensitive subject try not to single her out.
Maybe suggest that everyone has a health questionnaire and then you could ask about her hearing.
Just a thought, she may not even realise she is doing it then feel bad that everyone is talking about her.
Good luck.
Emsie
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Rank: Super forum user
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It's a common problem in open plan offices. We've all suffered it at some point.
Why not send a memo round to everyone reminding them of the need to be considerate of other office staff due to being open plan. Can be delicately put but as a reminder to everyone so less confrontational.
If that doesn't work then have a one on one chat as part of a review.
Wouldn't of thought it would be hearing if it gets louder through the day. That suggests stress more to me. Plus other people's tolerance gets worse as the day progresses too. A stress survey? Call centers are hot spots for stress.
What about increasing the height of privacy boards as a preventative measure?
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Rank: Super forum user 
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This issue could be covered amongst several others as part of a coaching session with staff groups. From the Group session, all individuals could be given individual feedback on various aspects of call-handling, and in this way no individual is seen to be singled out.
I understand that monitoring and feedback is a routine part of Call Centre work these days.
Talking too loudly into a microphone may create distortion and make it more difficult for the customer to follow the conversation.
It may well be that background noise levels and sound-reduction measures need to be looked at more closely too? We all tend to raise our voices to overcome increased background noise.
New starts may have particular problems with volume levels. It's quite surprising how many people will actually raise their voice when given a microphone to hold!
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Rank: Guest
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I'm not sure why everyone is so keen on pussyfooting around with this. Why doesn't the manager simply speak to her about it, adult to adult.
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Rank: Super forum user 
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I agree with barnaby, however could it be that everyone else in the room combined are noisy and that makes her increase her own volume?
Could there be a problem with her equipment, is the mike on her headset OK?
Is she trained to deal with difficult people?
Are some of the people she talks to hard of hearing?
You say government centre - is this DWP or can't you say?
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Rank: Guest
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Many thanks for all your replies, just as i thought they would be, however:-
Barnaby- very blunt and to the point. for the record this advisor has been spoken to on previous occasions, which obviously hasnt worked.
Chris- all the equipment is in good working order, it really is just because she is loud. and i can tell you where she works, but i would then have to hunt you down and kill you!!
Many thanks to you all, hopefully that ends this thread.
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Rank: Super forum user
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sean - I think there are a few on this forum that would assist you - I don't really want to know anyway ha ha
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Rank: Guest
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Chris, i will give you a clue, its in Liverpool, so you are close.
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Rank: Super forum user
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No more clues or you'll hunt me down and aaaarrrrggghhhhh!
too late ha ha
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Rank: Forum user
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I have been in many public bars where the same happens. It really qiuiet at first add people The more people you add the higher the ambient noise level (as they talk). Thus when you try to talk you raise your voice we all do it...
The main thing here is that the person may not realise that they are doing it..
When I was in the Navy (heard that one before) We use to get the same problem in the OPS roosm.... It just came down to informing the person that the microphone amplifies the voice thus they don't have to raise there voice
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Rank: Guest
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This is not a cheap option but you could install a noise level sign (picture of an ear that lights up in the middle as the limit is reached) and make the excuse it’s for better customer service, for keeping the background noise down. The good ones are adjustable.
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