What the caller actually hears
Pull ten of your own recordings and listen like a stranger. An exercise for team leads with a strong stomach — and the fastest budget argument we know.
After-call work, the readable kind
The Wrap-Up
Every call ends with a wrap — the note you type while the next caller is already ringing the queue. This blog is ours. The big guides carry the verified pricing, the rollout checklists and the measurement schemes; The Wrap-Up carries everything that doesn't fit in a table: the 3 a.m. queue, the dog that owns your best agent's household, the uncomfortable exercise of listening to your own floor the way a caller does.
House rules apply here the same as everywhere on FloorTone: team bylines, dated facts, no invented anecdotes dressed up as data. When a post leans on a number, the number has a source; when it leans on floor experience, we say so plainly.
The dog on the call
Pets are the most common WFH noise event and the most badly handled one. What policy should say, what software should catch, and why "get rid of the dog" is a resignation letter.
Night shift audio: keeping calls quiet at 3 a.m.
The graveyard queue inverts every noise assumption: the world is silent, the household is asleep, and the agent is the loudest thing for a mile. Different physics, different fixes.
How topics get chosen: a wrap earns its slot when the same situation has come up three times in different rooms — the third night-shift lead asking how to coach volume without punishing a sleeping household, the third QA argument about a dog. Repetition is the floor telling you something is structural. If the guides are the policy manual, The Wrap-Up is the margin notes — and margin notes are where most of the useful truth in any call center actually lives.
On the docket next: the strange politics of the mute button (who reaches for it, who never does, and what that says about your coaching), and a plain-English tour of what happens to your voice between the headset jack and the caller's ear. No dates promised; the queue comes first, here as everywhere.
If you're new, start with the cornerstone instead: call center noise cancellation, the ops guide — it's the page everything else on this site reports to.