The numerous advantages of lightweight telecommunications headsets have made them indispensable tools in today’s contact center. High-quality headsets improve operator productivity, increase customer satisfaction and reduce employee turnover. Nonetheless, contact center managers can hardly reap these benefits if their agents’ headsets are not fully operational. Choosing a product with a proven track record for reliability is a good first step toward ensuring you’ll get a good return on your investment. But it also pays to look for a manufacturer that backs up its products with superior service and support.

A Guaranteed Way To Keep Inventory Down

Today’s headsets pack an amazing array of technology in a small, lightweight package that must cope with the rough-and-tumble environment of a busy call center. Consequently, even the best product design and the highest manufacturing standards can’t prevent a few problems in the field. Plantronics understands that contact center agents need to focus on their customers — not on their equipment — so if any Plantronics product fails to perform to the highest standard, it is replaced within 48 hours. Having the confidence of this guarantee allows contact center managers to reduce costs by eliminating the need for a large inventory of back-up headsets.

Headset Central

To complement this rapid warranty replacement and further help contact center headset administrators reduce costs and increase productivity, Plantronics developed a unique Headset Service Station.

Designed by Plantronics customers, it’s a place right on the contact center floor where agents can drop off their headsets for testing, replacement or inventory counting. Locking compartments can hold over 200 headsets and accessories, making it easier to control a contact center’s inventory of headsets, parts and accessories — and allow administrators to quickly get agents what they need to get their jobs done. The station also makes it easy to collect, box and ship headsets for service. easy to collect, box and ship headsets for service.

By providing a single location for inventory management, this unique onsite resource reduces agent downtime, cuts down on lost and misplaced equipment and eliminates those mysterious boxes of broken headsets sometimes found lurking in the phone room. Better, more centralized control has the added benefit of reducing out-of-warranty expenses.

In addition to these types of service options, proper agent training can also significantly reduce downtime, while boosting
agent performance and customer satisfaction. Plantronics has developed a series of online training demos that can help get contact center staff up and running on new equipment quickly. And when administrators or agents have a question about headsets or their proper operation, Plantronics provides around-the-clock technical support through a variety of convenient channels, including an online knowledge base, e-mail and live chat support, online resources, and 24-hour telephone support.

The combination of superior service and support options from Plantronics not only increases uptime but also allows your contact center to run on fewer headsets. In fact, you should be able to quickly decrease the number of units required to run your center, because contact centers using Plantronics equipment typically need extra on-hand inventory of only 10 percent for headsets and five percent for audio processors. And smaller on-hand inventory translates into lower cost and a better return on your investment. How many extra headsets do you currently have on hand? Maybe it’s time to give Plantronics a call.

For more information, visit www.plantronics.com/contactcenter