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December 20, 2007

Quality Headsets Provide Numerous Benefits to the Call Center


By Susan J. Campbell, TMCnet Contributing Editor

 

In the call center, the headset can be the agent’s best friend, or their worst enemy. A quality headset can enable the agent to not only effectively complete assigned duties, it can also help to promote a more pleasant work environment.

Overall, quality headsets contribute to a more efficient operation for the call center. When efficiency is maximized, the call center can realize ultimate success. With such a strong tie between the headset and the overall performance of the call center, it is important that call center managers take a strategic approach to headset selection.

A quality headset can also reduce communication problems. Difficulty in communicating over the phone can lead to increased customer frustration, which could in turn lead to increased customer churn. What’s more, miscommunication could lead to incorrect information and incorrect orders, increasing costs that cut into profits.

Quality headsets can also help to contribute to lower call abandonment rates. Callers will no longer terminate a call due to poor quality, conversation repetition or excessive hold times. As a result, this higher quality can also improve call completion rates and help to reduce or even eliminate callbacks.  

Beyond the problems that can be avoided with a quality headset, such a critical tool in the call center can also help to create the perception of a first-class operation for the customer. In return, call center agents experience increased satisfaction as frustration and discomfort are eliminated from the workplace.

This improvement in the call center environment can also reduce absenteeism and attrition. Overall, employee productivity and morale can be significantly improved. Happy and motivated customers are more inclined to deliver a quality experience for the customer, each and every time.

One key element that a call center manager must remember is that in the typical call center environment, it is difficult for an agent to hear the call. In addition, callers also struggle to hear the agent if the agent’s headset cannot block out background noise.

At the end of the day, it is pointless to measure the number of calls handled by the call center if agents and callers are struggling to hear each other. The purpose of the call center is to effectively manage the interaction between the agent and the customer to ensure that the customer is served with quality and that they remain a customer for the long term.

There are a number of vendors in the industry that offer headsets designed specifically for the call center environment. They key to selecting a quality headset is to first identify specific call center needs and then select a vendor that can address all needs, overcome challenges and has proven success in the industry.
 
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers whitepapers, case studies and other documents which are free to registered users.
 
Today’s featured White Paper (News - Alert) is titled VoIP Doesn’t Require Any Phone Equipment Investment, brought to you by Accessline.

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