TMCnews Featured Article
Quality vs. Quantity: What's the Way to Go When Buying Contact Center Headsets?
By Patrick Barnard, Group Managing Editor, TMCnet
But as you might imagine, buying cheap contact center headsets can be a costly mistake. The main problem with cheap headsets is that they deliver poor sound quality – and with poor sound quality comes misinterpretations, and misunderstandings, during phone interactions – which in turn can lead to agent errors and upset customers.
The other problem is that a cheap contact center headset is much more likely to break during an agent’s shift -- or worse yet during an interaction -- resulting in a serious disruption to customer service. Because call center agents are the “frontline” of any business -- the first and arguably most important customer touch point -- it behooves companies to equip them with durable, top-performing equipment.
It’s well-known that contact center headsets take a beating -- let’s face it, contact center agents aren’t likely to take good care of them in the first place. They get dropped, sat on, thrown against the wall in frustration and abused in other ways that test the limits of construction and durability. Therefore it is a good idea to go with headsets that undergo rigorous durability testing in addition to delivering high end audio quality.
Even small details, like the material used for the ear pads, can make a difference. Are the ear pads on the headset plain foam – or are they coated with a durable material that will resist tearing?
In most cases, the amount of money saved by investing in higher quality, more durable models is greater in the long run compared to buying less expensive headsets and replacing them as they break. Therefore the topic of “quality vs. quantity” should never even enter into a decision to purchase contact center headsets – don’t let it!
Patrick Barnard is a senior Web editor for TMCnet, covering call and contact center technologies. He also compiles and regularly contributes to TMCnet e-Newsletters in the areas of robotics, IT, M2M, OCS and customer interaction solutions. To read more of Patrick's articles, please visit his columnist page.
Edited by Patrick Barnard