The phrase “wireless headset” probably brings to mind office workers chatting on the phone while rushing from meeting to meeting, busy consumers taking a call while shopping, or motorists multitasking while they commute.

 

But lately, according to Russell Landers, Director of Sales at Quagga, wireless headsets are also being used increasingly by call centers.

 

“I'm finding more and more large call centers are changing out their wired headsets,” Landers told TMCnet in a recent phone interview. Improved technology is to thank for the migration from wired to wireless.

 

In the past, Landers explained, the number of wireless headsets capable of operating in the same room—referred to as density—was significantly limited because signals tended to overlap. Older wireless headsets often incorporated the 900 MHz frequency, which is also used for 802.11 wireless devices.

 

When the 2.4GHz and 5.8 GHz frequencies were introduced, Landers noted, that mitigated the problem somewhat. But what's really been a breakthrough is 1.9 MHz—a voice-only frequency that does not interfere with 802.11.

 

Landers said some of the call centers Quagga serves are installing upwards of 500 1.9MHz headsets on the same floor.

 

Increased interest from call centers means vendors like Quagga now are marketing certain headsets—such as the Plantronics (News - Alert) CS351N and CS361N lines of Supra Plus headsets—specifically to that sector.

 

Another factor making wireless headsets more appealing to call centers is the current price points for different products. It’s gotten to the point, Landers said, where there isn’t a lot of difference between a $200 wireless headset and a $120 wired headset. The advantages of wireless make the extra $80 worth the investment.

 

Beyond the more aesthetic appeals of wireless headsets to end-users (they’re sexier than wired ones, and allow more freedom of movement), these new products also can help agents and supervisors be more efficient.

 

Quagga recently introduced a product designed to make wireless headsets even more useful for call centers: The Ulimate Trainer. It’s a device that synchs up multiple sets of wireless headsets for training purposes.

 

In the past, this type of functionality wasn’t possible with wireless headsets, a potential deal breaker for call centers interested in cutting the cord. Landers noted that some of Quagga's call center clients already have expressed interest in switching over to wireless now that The Ultimate Trainer is available.