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Building The Perfect Call Center (2256 bytes)
September 2000

 

Headset Selection For Your Call Center

BY JOE MCGROGAN, PLANTRONICS

There is no question that most businesses today are turning to call centers to provide the superior customer service necessary to remain competitive in today's marketplace. As the world becomes more automated, superior service means offering customers choices. One of the most important choices is the option to speak with a live agent on the phone rather than navigating through an automated system of monotone directions and number punching.

As significant as the human voice is to this equation, the clarity and quality of how that voice is transmitted to the caller is extremely important. A telephone headset is the tool of choice for most call center agents because of its many conveniences and because it facilitates more natural and effective communication. The quality of that headset, which in turn affects the quality of the voice it is carrying, depends on numerous factors. This article discusses some of the factors that should be considered when purchasing or upgrading a communications device as important as a headset.

The Many Components Of Comfort
An employee's comfort is important to consider as it is a major factor not only in agent retention, but can also affect how well the agent communicates overall. Many advances have been made to create a more comfortable work environment for call center employees, and headsets are no exception. Call center managers must provide a workstation that is functional and safe, yet durable and economical, but they should also turn to the agents themselves to see what equipment fits their own personal style.

Users can choose from various headset styles depending on the particular application or environment for which the headset is being used, or simply whichever style the user finds most comfortable and stable. These different styles include over-the-head, over-the-ear, on-the-ear or the "convertible" headset. For call centers with high turnover, a convertible style might be the best solution because it gives users the ability to select either an over-the-head or over-the-ear wearing style to appeal to the preferences of various agents. Another major consideration is whether the headset is binaural (covering both ears) or monaural (covering one ear), which again depends on both application and environment.

At first glance, it might seem that there is very little difference among various headset models and manufacturers. However, when a business is focused almost solely on clear communications, the business' decision makers should take the time to closely evaluate the quality and reliability of their headsets. As part of this, it is important to check the various headset components to ensure the product is comfortable, durable and reliable. For example, one should note if the microphone is adjustable and appropriate for the right call center environment, if the cords and cables are sturdy or if the ear cushions swivel and are comfortable for extended wear.

Selecting The Right Microphone
Most call center agents and supervisors are familiar with the two types of headset microphones most prevalent in call centers -- noise canceling and omnidirectional microphones. An example of an omnidirectional microphone is a voice tube. Each type of microphone has its own benefits, principally depending on the average noise level in a call center.

Noise-canceling microphones are designed to screen out a specific amount of background noise, so the caller can hear the agent clearly without also hearing the conversations from surrounding agents. In call centers with average readings over 65 db, a noise-canceling model is the appropriate choice.

However, many modern call centers are designed to reduce background noise and provide a better environment in which agents can communicate with customers. Sound-reducing floor plans, sound-dampening materials and acoustic designs help lower ambient noise to well below 65 db. In these centers, voice tube microphones have some clear advantages.

Voice tubes are less position-sensitive than noise-canceling microphones, so if the tube is not in exactly the correct position, they still deliver clear, crisp sound quality. The microphone on a voice tube headset is actually located in the earpiece with the user's voice being funneled through the acoustic tube, giving the "feel" of a lighter and better balanced headset. This also reduces possible damage to wires running down the microphone, which can happen with boom-style microphones.

Most manufacturers suggest replacing the voice tube every six months. However, this is still a cost-effective option in the long run as individual voice tubes are relatively inexpensive and less likely to be damaged compared to boom-style microphones with exposed wiring.

After-Market Service Is Critical
While headset features are important, it is equally critical that one look beyond the actual purchase to the headset manufacturer's after-sales service and support. Support refers to the supplier's ability to offer expert advice in terms of product use and maintenance. Two important questions to ask are: Does the manufacturer provide training for agents to get them quickly acclimated to the headset and the call center environment? Is there some type of visual training included to demonstrate proper placement and maintenance of the headset?

Purchasing headsets from a company that offers good service provides four benefits: lower inventory requirements, decreased expenditures, expert counsel and ongoing support. Two of these benefits have a direct affect on one another. If the purchaser can rely on the quality of the product and can be confident the post-purchase service is topnotch, then the call center need not spend additional money on extra inventory as insurance against an unreliable product or poor after-market service.

The Freedom To Move And Motivate
Cordless headsets have recently become more popular in call centers, particularly with supervisors and coaches, as they allow them to assist agents and resolve issues as they arise while still remaining "connected." By maintaining contact, the coaches can remain available for incoming calls while still providing support to agents in need.

Beyond technical features, style plays an important role for many agents. As such, some headset makers have taken steps toward differentiating their products using different styles -- from black and sleek to fun and colorful -- for different preferences.

Select The Best Tool For The Job
The headset is unquestionably an indispensable tool in today's call center -- a critical link in the communications chain. Take the time to evaluate and choose the best tool for the job.

Joe McGrogan, Plantronics' marketing manager for the call center division, has been with the company for more than 15 years and has held various marketing and sales positions for Plantronics' call center segment.

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