Before the headset, call center agents were left mostly with stiff necks, putting their hearing at risk, and stuck at their workstations. As contact centers improved and technological advancements like the computer and software for better managing customer contact made the job easier, headsets were introduced to provide agents with a way to safely, comfortably, and more efficiently do their job.

 

To understand the basics of a headset, its anatomy, and reasons for use, TMCnet spoke with Sennheiser Communications Associate Product Manager, Eric Palonen.

 

 

As Palonen explained, "A headset is a hands-free, head-worn device that utilizes a speaker and microphone to reproduce audio to and from one or more communicating parties."

 

Inarguably, one of the most important revolutions in call center efficiency has been the headset. Using the headset, call centers and offices both large and small are able to instantly recognize a rise in productivity levels, higher quality communications and a decrease in the ergonomic health risks of their work environment.

Key Components of a Headset

In order to provide these benefits to the user, the headset must contain certain key components. Here is a breakdown of those components according to Palonen:

 

Microphone - The microphone, for obvious reasons, is a necessary component to voice communications. Accurate microphones slash seconds off call times by transmitting the human voice with precision and efficiency. Further, the microphone boom represents equal importance to the microphone itself--one that will flex and resist breakage from constant adjustments, will withstand call center use and abuse and further the effectiveness of the agent as well as maximize the budget allotted for headset expenditures.

 

Speaker – A headsets’ speakers represent the other half of critical audio transmission--voice quality. Headset speakers, like their microphone counterparts, are tailored to the specific frequency range of speech. This ensures that only the most important audio (the human voice) is given priority in the frequency spectrum. Poorly designed speakers suffer breakage and sloppy audio that translates into repetition and lost time, whereas high quality speakers deliver results and reliable communication with every call. The speakers should also offer some sort of protection for the users hearing. The Sennheiser ActiveGard system protects the listener from loud acoustic spikes that would irreversibly damage the hearing of the headset user on other outdated “traditional” systems.

  
Quick Disconnect – Being able to adapt to the rapidly changing landscape of a call center requires a system that allows for modular connectivity within the employees and their hardware. A quick or “easy” disconnect streamlines the workflow of setup, integration and distribution of headsets across the broad (and sometimes varying) hardware structure of a call center. A quick disconnect should be both durable and have a mechanism for locking the headset to its anchoring cable to eliminate the possibility of losing a call due to a faulty ejection.

 

Cable – Call centers are tough environments. A tough cable will withstand abuse from the agent and help them work to their maximum efficiency by providing adequate cordage in their working environment. The junction of the headset and its cable should be reinforced and placed at a key point to resist potential off-balance load. Cables with a minimum amount of plasticizer should be utilized to encourage durability and stave off cable shortages occurring from cable wear. The cable clip (generally supplied) provides a crucial anchor point for minimum obtrusion from the cable. This also reduces the weight of the cable on the ear capsule and boosts efficiency by un-cluttering the work area.

  
Headband – Retaining the ergonomics of a headset via its headband is much more complicated than it would seem. The headband must be constructed with regard to balance, head shape and the optimum positions for talking and listening. The headband must also include a comfortable side support and the ability to adjust to a variety of sizes. Padding, though not necessary, can be included for additional support and comfort. Many headbands include options for converting the headset’s speaker and microphone combination into a behind-the-neck model or on-the-ear style.

 

 

Utilizing a well designed headset in the call center-- a location where communications are constant and continuous, is important for any operations that wish to boost effectiveness and maintain ergonomic integrity. An intelligent, comfortable headset design incorporates all the above elements to provide safety, increased call quality, and a boost in overall efficiency for a call center's operations.

 

Sennheiser Communications (News - Alert) offers an array of headsets designed for use in the call center environment. For more information, please visit: www.sennheisercommunications.com