| Ten Talking Points For Headset Purchasing
By Plantronics
1) When making an investment such as headsets for your contact
center, do some homework on the vendor whose product you are considering
buying. Being an educated buyer is critical.
2) Determine your contact center's noise level so you can select
the appropriate headsets. Investing in features that you may not need, or
skimping on those you do, can leave you with headsets that don't function
well in your particular call center environment.
3) Does the vendor of choice offer a full range of products?
Comfortable agents are productive agents, and there are many headset styles
to meet individual needs ' it's never a 'one size fits all'
situation. To increase agent productivity and monitor customer satisfaction,
choose a vendor that has a cordless option for coaches or supervisors to
move freely from agent to agent.
4) Consider standardizing on one headset manufacturer and
supplier. When developing a contact center, or looking to update your
inventory, identify one solid supply chain that can meet all your needs.
This will lower your transaction costs which can lower your overall cost of
ownership.
5) Be thorough in considering inventory management. Where are you
going to store and how do you keep track of your headset inventory? Identify
a vendor that offers inventory management solutions.
6) Who will manage your headsets? Assign a specialist or office
manager who can own the process and start to implement procedures. Having
headset procedures and systems in place will save you time and money.
7) Think about how your headsets will be serviced post-sale. Make
sure that you identify a headset supply chain that will provide you 24-hour
support. Having headsets work around the clock is crucial. Without headsets,
agents don't answer calls, and sales don't get made.
8) Remember that agents need training on how to use, care for and
maintain headsets. Trained agents will protect your headset investment. Some
vendors provide onsite training, computer-based training, training videos
and interactive tutorials.
9) Analyze your headset expenses over a two-to-four year period,
not just the up-front purchase price. The purchase price accounts for only
half of the costs over time. Repairs, spare parts, shrink, mismanaged
inventories and warranties comprise the remainder of the expenses. Identify
all costs up front so you have a complete picture of your financial
investment.
10) Consider if your manufacturer is continuing to invest R&D
dollars in the contact center. The headset is the last link between agents
and customers; it should provide superior sound quality, fit, comfort and
stability, allowing agents to focus on calls and close sales ' not bother
with inadequate headsets.
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