Call Center Technology

Call Center Headsets: Why These Tools are the No. 1 Factor in Creating Good Contact Center Work Environments

By Paula Bernier, Executive Editor, TMC  |  July 02, 2012

This article originally appeared in the June 2012 issue of Customer Interaction Solutions

Most of us don’t spend too much time thinking about headsets, but these solutions are indispensible tools for call center reps and managers.

A recently study from Frost & Sullivan and Jabra (News - Alert) revealed that 73 percent of contact center managers surveyed believe quality headsets is the most important way to create a good work environment.

"One of the most prevalent issues reported by contact center managers is the noise disturbances that prevent 'good conversations' between the customer and agent from taking place," says Kelly Myers, senior director of marketing at Jabra North America. "Our headset solutions not only allow contact center employees to clearly communicate with customers, but they also provide the freedom to focus on the task at hand and therefore increase productivity."

Sound disturbances can affect productivity. In fact, 91 percent of the contact center managers surveyed try to eliminate or lessen background noise caused by office electronics and devices like coffee machines and copiers, and bare wood floors. And 89 percent are trying to improve the sound quality of the actual conversations. Seventy three percent of managers polled said a quality headset is the most important factor in creating a good work environment in the contact center. That number jumps to 91 percent in large contact centers.

"We firmly believe that contact centers of all sizes can realize the many benefits that a high-quality headset provides," says Brendan Read, industry analyst at Frost & Sullivan (News - Alert). "As our survey shows, the noise cancelation features of a quality headset are top of mind with contact center managers across the world. The added values of call clarity and reduced sound disturbance will eventually lead to improved customer conversations, greater productivity, fewer distractions, and compliance with noise-at-work regulations."

Edited by Stefania Viscusi