Headsets

When considering how to deliver the best possible customer service experience, things like proper phone etiquette, shortened hold times, customer information accessibility, first call resolution and other elements may come to mind. One often overlooked item that can actually play an important role in delivering an exceptional customer experience is that of the headset.

 

Believe it or not, the sound of the line when a customer is communicating with the company representative is critical in the perception that the company gives to its customers. In the course of communication, the presence of noise on the line in the form of static or crackling, communicates to the customer that they are dealing with a company that likes to cut corners where the customer is concerned. As service often remains the only area that a company can achieve differentiation, giving such an impression will not help to foster development of the customer base.

 

For some organizations, using a high quality headset may be the expected standard. They understand how important it is to provide clean and clear communications both externally and internally. But, have they considered portability and how that plays into delivering a better customer experience?

 

Headsets are now available with Bluetooth and digital signal processing (DSP). Why is that important to the customer? For one, such a headset can provide outstanding sound quality.

 

The Bluetooth capability enables the user to be connected to several devices simultaneously and he or she can move about the office. The agent is able to move to a printer, relocate to another room or access information from the Internet or a file room all while continuing the conversation with the customer. This eliminates the need for transfers and lengthy hold times.

 

Sennheiser Communications (News - Alert) A/S is one company that offers such an intelligent headset. Based in Copenhagen, the joint venture develops telecommunications products for contact centers, office applications and private users, and markets them worldwide. Their BW 900 offers all of the mobility, functionality and intelligence that contact centers and other enterprises demand today in clear communications.

 

Their exclusive Adaptive Intelligence offering provides the ability to adjust to compensate for ambient noise, while also remembering the user’s preferred settings. These settings will adjust automatically to compensate for fluctuations in ambient noise levels to ensure a free flow of conversation, to prevent interruptions in the quality or service for the customer. It also features and increased range, within 100m.

 

Eric Palonen, Product Manager for Sennheiser Consumer Electronics & Telecommunications, noted that, “The Sennheiser BW900 is the ideal wireless solution in a professional customer-oriented environment. Our extended range, exclusive DSP functions [Adaptive Intelligence] and the capability for uninterrupted, 24 hour continuous talk time enable users the most efficient management of their daily tasks."

 

Companies that take a more customer-centric approach to the way in which they do business pay close attention to the details and understand the impact that cutting costs in the area of customer interactions rarely pays off for the company in the long run. The additional productivity and efficiency that quality headsets can provide pay for itself over time – a ROI sure to justify an upgrade in equipment.