Headsets

Lowering the noise on your call center floor can be a difficult task with so many agents on the phones, conversing with customers and conducting their other daily job functions.

 

And while agents doing so are being productive, the ambient noise produced by the sheer volume of employees can make the floor seem noisy and detract from call quality. Even with a call center that features a cubicle-style setup, it is usually not enough to block out sound.

 

For the caller on the other end, struggling to hear the agent fighting with the background noise and who may be speaking so loudly they are unintelligible, a series of problems with a lasting impact on the caller's experience can be created.

 

To offer agents and callers a more pleasurable call, some headsets are designed to reject  background noise and allow communication to occur at a normal level--regardless of competing, ambient volume levels.

 

Sennheiser Communications (News - Alert), who specializes in comfortable and intelligent headset design, incorporates special technology into their headsets, particularly those designed for the call center environment.

 

Using the technology incorporated in the headsets, users can seem as though they are having a private, one-on-one conversation with the caller void of the distractions caused in the background.

 

Making the call more private also helps to increase caller satisfaction, a goal for any call center looking to offer the best possible services for their clients.

 

Commenting on the specific elements incorporated in Sennheiser's headsets, Eric Palonen Associate Product Manager at Sennheiser explained the following features that produce the effect of a "quieter" call center floor.

 

"For the user's ears, a binaural ear cup provides 100 percent more ambient noise rejection than a monaural headset. This allows the user to concentrate on the call without the distractions of the working environment. Of course, this is subjective, as some users prefer to hear what is going on in their workspace. For this, we offer leatherette ear cushions, which provide a more effective seal on the ear, as the leatherette is not as porous as our acoustical foam. This will reduce even more noise while maintaining a high level of comfort at a low cost. Both are simple ways of reducing competitive volume scenarios in the contact center."

 

The headsets also feature a "noise-cancelling" microphone, which focuses on speech and not background noise so users can communicate at a much quieter volume level and neighbors don’t need to compete with one another just to have a conversation.

 

And while all the noise of the call center can't entirely be tamed at all times, using headsets equipped with the right technology to reduce that ambient noise goes a long way for improving caller satisfaction.