Headsets

Headset usage in the call center is critical to the job function of agents. Besides the need for quality headsets that allow agents to best perform their duties, call centers are also challenged with providing headsets that remain functional, even as technology changes over time.

 

Because technology advances at such a rapid rate, call centers need headsets that adapt to such changes as the equipment they connect too, or advancements like VoIP technology.

 

Whatever the changes, agents must always have clear communications with callers.

 

Being prepared for these upcoming changes and making wise decisions when purchasing headsets for the call center, including solutions that are versatile enough to support future technological advancements, is needed.

 

For a more in-depth look at this topic, I spoke with Sennheiser Communications (News - Alert) Associate Product Manager, Eric Palonen.

 

 

 

Technology in the call center is changing to allow better usage of all available resources to complete a customer service call.  As call centers become more conscientious of efficiency, everything from the workstations and the equipment used to communicate with callers, which includes headsets, must be adapted. Better technology is allowing companies to make better products. With technological advancements products to support the call center environment are more comfortable to use and thus more efficient. The advancements are especially important when one considers that five or ten years ago the same technology was impossible or expensive to implement. Today we are able to offer advanced features in every headset we make, providing the customer service market with the perfect balance of effective technology and competitive cost.

 

A modern example of advanced, helpful technology is our ActiveGard circuit, which protects the agents hearing at all, times. This amazing technology is allowing call centers to address safety concerns and meet new and rigorous occupational standards.

 

 

Because Sennheiser headsets were designed from the ground up for contact center use, we were able to consider the inevitable fact that contact center workstations would eventually change. In particular, the modular design of our headsets allow them to adapt to any common communications device such as a PC or telephone, making the headsets especially significant for the future needs of the call center.

 

 

 

As the at home agent model increases in the customer interaction environment, look for headset design to play a significant role in equipment implementation. It will require versatile headsets that can be adapted to a variety of communication solutions. This will also become a key factor in equipment purchasing decisions.

 

Sennheiser’s headsets are fully prepared to meet this need and present call centers with an option that supports both in office and at home usage. The modular design incorporated within the headset allow for the distribution of a single type solution that supports a variety of connections and guarantees compatibility with any set up-- anywhere, anytime. Clear call quality no longer has a floor plan as home agents and call center agents can efficiently handle calls with the consistent quality demanded by their operating company.

 

 

 

Absolutely. One way in particular is the need for headset design to take advantage of the bandwidth and advanced options VoIP provides. Higher voice quality for example, requires a microphone and speaker to compliment superior voice quality. Without a headset that support these advanced features, the benefits of VoIP become obsolete.

 

Connection options must also be in place such as the ability to connect into a PC soundcard and or USB as well as support for other new solutions released in the future.

 

 

One way to meet the changing technology needs with a headset purchase is to research connection options and existing compatibility. Also, scrutinizing the flexibility of the headset and its versatility must occur. If the headset cannot grow to meet the needs of the call center as technological advancements are introduced, then it is a poor investment—especially when considering the rate at which technology changes.

 

A smart choice would be to look for a solution that allows for the upgrade of the connection while still utilizing the same headset. Sennheiser's durable headsets are built to last for years, ensuring that headsets reach their maximum operating life, regardless of changes in technology in or out of the call center.

 

 

 

 

 

 

http://www.tmcnet.com/call-center/1006/contact-center-technology-1006.htm

 

http://www.tmcnet.com/channels/headsets/articles/3689-headsets-reduce-compliance-concerns-protect-employees.htm

 

http://www.tmcnet.com/channels/headsets/articles/3293-sennheiser-headsets-boost-productivity-the-call-center.htm