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March 05, 2008

Part 4: BW900 Comfort, Warranty and ROI


By Stefania Viscusi, Assignment Desk Editor

 

As the final article in a series looking at Sennheiser Communications (News - Alert) BW900 headset, comfort, warranty and ROI were the main focus.
 
Earlier articles in the series focused on top elements of the productivity-enhancing tool  as well as,  Adaptive Intelligence and ActiveGard.
 
To find out more about what the BW900, TMCnet spoke again with Product Manager Eric Palonen.
 
 
 
What role does comfort play in headset selection?

Headsets were designed to be used all day, every day. If the headset is not comfortable, it cannot be utilized to perform its basic requirements. Our research and development team spends countless hours and a lot of money on developing headset solutions from the ground up. Our crowning example of this is the BW900, which delivers comfort, performance and technology to the customer, without compromise. When customers buy one, we get emails complimenting their all-day wearing comfort. That being said, I'd claim that comfort's role is no less than crucial.
 

How important is comfort for both the call center and office environment?


In the call center, the basic requirements of a comfortable, savvy headset solution must be duplicated over hundreds- if not thousands of employees. Can a headset truly adapt to the unique needs of each individual worker? Absolutely. We developed a headset that has a truly universal fit, regardless of ear or head shape, even hairstyle! Adopting a universal solution saves time, which saves money.
 
What does Sennheiser offer as a warranty for the BW900?


We offer a 2 year warranty. Some call it generous, we call it realistic. We have spent the time and money on developing a product that will last, so we can offer this warranty, as we fully expect each headset that comes out of the factory will last that long. Even on a wireless headset, we offer this warranty and also 60 days on the exchangeable battery. Which means, if your headset battery is exhausted, you can still replace it, in or out of warranty, without ever packing up the headset and sending it to us.
 
How does a lower cost headset compare to one made with quality? Is price an important factor?


Lets be frank- you get what you pay for. Look at the features, look at the name and look at the warranty. Can your headset manufacturer support your needs? We know that saving money is great. What's even better is saving money without giving up any performance. You don't have to work or live frugal to be frugal. Total cost of ownership is a big deal to contact centers, and if it isn't in yours, you definitely want to chart out your expenses including replacements and warranty exchanges. Remember, time equals money, and when a lower price or bargain product is failing, you still have to replace it. Why not save time and eliminate replacements altogether? Wouldn't that save you even more money?
 

What does Sennheiser offer with the BW900 to increase its ROI?


The exchangeable battery is a big deal. It allows unlimited talk time, which is fantastic. What it also offers is a way to keep the headset working years after being purchased. You see, if the batteries in your TV's remote control were not replaceable, you'd eventually get sick of buying new remotes. If the remote offered a great warranty, you'd still get tired of sending them in and using your pool skimmer to change the channel while you waited for the remote to come back. Eventually, you would move closer to the TV (bad for your eyes), watch only one station (bad for your mind) or pick up the pool skimmer and get back to watching TV. So the remote manufacturers took the #1 weakness and made it strength. We did the same thing by taking a negative acceptance and made it a positive product feature.

The overall product durability and customer support via warranty and service means that your investment in professional equipment for your professional staff proves legit. The performance of the product and its ability to enhance productivity is underestimated and again should be carefully evaluated.

 
For more check out the Headsets channel on TMCnet.
 
 
 
 
Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.

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