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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