Call centers serve as the primary point of contact for businesses. Agents are the first to handle customers’ questions and complaints and, therefore, they need to put their best foot forward. Employees are a key aspect of successful call centers, and the skill of the agents and their availability to handle calls in a timely and effectively manner is crucial to the success of the business. Equipping them with the right tools to help them carry out their jobs is paramount.
In addition to a computer to enter information or obtain data from a database during their conversations with their customers, call center agents are normally provided with multi-line phone systems (to ensure that every call is answered or it reaches the right person to provide the service or sale) and proper headsets. The latter, of course, is used in call center environments to eliminate background noise and, with a microphone placed on the device, to enable employees to make and take calls easily.
Client Service Representatives (CSRs) rely on headsets to answer and end calls, which is something they do throughout the day. When buying headsets for the contact center, it is best to consider the type best suited for the environment in which they will be used. Santa Cruz, Calif.-based audio communications vendor Plantronics (News - Alert) has contact center headsets, for example, that can provide wearers all-day comfort and the best customer experience. Recently, Plantronics has introduced four new headset solutions in the new EncorePro HW500 series: The new models are numbered 510 through 540.
The HW510 is an over-the-head monaural headset with soft ear cushions and a flexible mic; the HW520 is the binaural version of the HW510 design, with the difference being that the 510 has one speaker and the 520 has two. The HW530is an over the ear model that is the lightest headset in its class. The HW540 is a 3-in-1 headset, as it can be switched between three different wearing styles.
Nick Eisner, global contact center senior director at Plantronics, says the new EncorePro HW500 series are designed with quality and comfort in mind. Each of the headsets features durable but lightweight materials for all-day wearing. They are ideal for a customer service center, he affirms, since they are built for long-term use. He also says these are high performance headsets that fill a gap in the market for a truly comfortable, non-headband style receiver, which can to be worn by staff all day long without fatigue and stress to the head.
What’s more, the headsets offer noise cancellation, wideband audio and SoundGuard protection. Each delivers high sound quality for conversations between the wearer and callers; the result is a happy customer and a likewise happy agent.
As per an eChannelLine post, the new EncorePro convertible (HW540) and over-the-ear (HW530) models are available now; whereas, the dedicated over-the-head monaural and binaural models (HW510 and HW520) will be available in both noise canceling and voice tube versions in December.
Edited by Alisen Downey