TMCnews Featured Article
Contact Center Headsets: High Quality Drives Agent Satisfaction, Performance
By Patrick Barnard, Group Managing Editor, TMCnet
One area where contact centers are advised not to skimp is the headsets their agents use on a daily basis to carry out interactions with customers. Not only do the headsets need to be comfortable enough to wear for long periods of time, they also need to deliver superior sound quality, so that every word, every utterance of a customer’s speech can be heard clearly.
This is a critical factor for enabling agents to better understand what customers are saying, which improves communication and speeds customer service. Companies that purchase inexpensive, cheaply-made headsets pay the price in a variety of ways: The headsets fall off; need to be constantly adjusted; deliver poor sound quality and have a much higher failure rate – all of which can result in interruptions during live customer interactions, resulting in a very poor image for a company and its brand.
Take, for example, the CC 550, the company’s top-of-the-line, over the head, binaural headset designed for contact center agents. This headset sports extra-large ear caps to block out of background noise, increasing concentration and efficiency. It also has an ultra noise cancelling microphone, to block out the “chit-chat” of the other agents as well as other background noise. It also includes Sennheiser's exclusive ActiveGard protection technology, which protects agents’ ears against sudden spikes in volume, called acoustic bursts, which can damage hearing.
The CC 550 delivers precise sound to both ears for optimal understanding. Its durable construction makes it perfect for the contact center, where headsets are “high mileage” and are known to take a serious beating. The headset’s 300-degree adjustable microphone boom allows the microphone to be positioned exactly for optimal speech clarity. Teflon washer support increases positioning accuracy, stability and ensure optimal durability.
To learn more about the CC 500 and other high quality contact center headsets and accessories from Sennheiser, click here.
Patrick Barnard is a contributing writer for TMCnet. To read more of Patrick’s articles, please visit his columnist page.
Edited by Patrick Barnard