Headsets

In the call center, the need to communicate with customers in a clear, consistent and effective manner is the top priority. Along with the need to provide a good customer experience comes the need to reduce noise in the call center.

 

The amount of noise a caller hears on the other end of the phone can indeed have a negative impact on the callers experience and their impression of that company. A noisy call center can be perceived as disorganized perhaps even too busy to care for the customers actual needs, or just be a discomfort for the caller who is fighting be heard over others.

 

Also, noise in the call center hinders efficiency. Noisy equipment and poor call center acoustics allows calls to drag on, resulting in more time spent on the phone asking callers to repeat information -- further frustrating them as well.

 

Noise becomes an even bigger issue as agents compete with one another, further increasing noise levels, and allowing it to balloon into a giant issue in the call center space.

 

A major contributor to noise reduction in the call center is Headsets.

 

Headsets help to reduce noise on both the receiver and transfer ends.

 

As a resolution to this, headsets equipped with noise cancelling microphones and digital signal processing technology for reducing noise, bring to the call center the ability to communicate with callers without putting their business in jeopardy because of noise.

 

For example, Sennheiser’s line of call center headsets reject background noise while focusing on the frequency range of speech for telecom equipment. The microphone boom placement on the call-center-tested SH350 is placed optimally for accurate speech pickup and rejection of ambient call center noise. The rear and sides of the microphone are far less subject to the constant loud chatter of the call center environment as well as keystrokes, managers and other agents at adjacent stations. This reduction in noise defeats competition among agents and dramatically reduces the noise floor on a call and in the contact center.

 

Wireless options such as the BW900 adapt seamlessly to the environment, whether loud or soft. Sennheiser’s exclusive noise reduction technology, Adaptive Intelligence™, uses a complex digital signal processor to eliminate incoming and outgoing noise automatically all while preserving the speech of the using parties. When moving from one dynamic noise environment to the other, the headset automatically compensates according to the unique environment and the users’ preferences.

 

The same resources used to develop Sennheiser’s award winning microphones for world concert tours, recording studios and global events such as Live 8 are used to perfect their contact center headsets.

 

While it is impossible to completely eliminate noise in the contact center, headsets provide an inexpensive way to reduce the noise floor with immediate results.

 

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