5 Tips to help contact center managers find the right Headset for their Agents
The good old call center has become a multi-channel contact center. Service staff no longer take contact requests by phone only, but also on many different channels such as e-mail or contact form, for example by letter and fax and recently also via chat. And yet: the telephone remains the undisputed number one among the channels in the contact center. There are many reasons for this. For the customer, the telephone is an unquestioned very familiar communication channel. You receive immediate feedback on a problem by telephone, especially when they are complex and concerns can still be better clarified through spoken language and its resulting feedback and reassurance options than for example written language – even if a lot is happening here.
Telephoning in a contact center has long since ceased to mean picking up the handset or pressing buttons. Instead, agents answer calls at the click of a mouse. Telephony moves from special hardware to the computer. Softphone solutions like Skype for Business make it possible. A functional headset is therefore along with powerful unified communication and contact center software, the main work tool of agents. Contact center managers should not underestimate this point and provide their employees with high-quality, robust headphones that suit the work situation and the wearer. Contact center managers should pay attention to these five points when selecting headsets for their employees
Intelligent noise suppression: concentrated work under noisy conditions
In a typical contact center many employees work together in a small space. In such places, it is common for up to 100 agents to work in a large room, which are only separated by low screens and everyone is on the phone. The noise pollution is high, and the operation is usually hectic.
Depending on the service offered, angry customers may need to be calmed down and problems solved. This creates a tense atmosphere.
Concentrated work under such auspices is unthinkable in other professionals and yet that is the everyday life in the contact center. In addition, on the phone there are increasingly tricky cases that need to be resolved, as light requests are automatically handled by computers. Most of the time the calling customers are better informed by previous online research and enter into discussions at a high level.
Anyone who must perform cognitively on high demanding work at high noise levels for several hours must be particularly well shielded. The headset therefore needs maximum noise suppression. Professional headphones not only attenuate voices, ambient noise or noise peaks from the surroundings using intelligent, built-in microphone technology; they also filter out interference signals from the other person’s signal, for example when they call from the car.
Ergonomics: Light, pleasant, yet robust
For someone who wears his tools for hours on his body, ergonomics is the be-all and end-all. A contact center headset should therefore be lightweight above all, and the industry standard is around 75 grams for stereo models. The headphones should be adjustable in fine granularity and should fit snugly to the head. At critical points, such as the ears, contact center headsets must be pleasant to the touch and softly padded.
At the same time, a professional headset must be particularly robust, especially in highly stressed places such as the cable, which must withstand office chair turning, buckling or sharp objects, or the microphone arm, which should be made of extremely break-proof plastic.
With or without cable?
Basically, one can distinguish between corded and wireless headsets. The radio models offer greater flexibility and a larger radius of action but are also more expensive. Corded models start at a price of 100 euros. The wireless version should cost at least 200 euros.
If wireless headsets are to be used, contact center managers should keep two things in mind: operating time and battery charging time. The former should last a complete working day without any loss in acoustic quality. The battery charging time should be as short as possible if charging is required during working hours. Fast charging cycles of 30 minutes for 40 percent battery capacity are commo
Thinking today about tomorrow: Compatibility and Interfaces
In the past, headsets were connected to desk phones or special hardware. Nowadays, All-IP headsets communicate more often with PCs. These are not designed for the best possible sound, but to ensures that the input quality of the voice signals is correct. Headsets for contact center use sophisticated microphone technology that filters out the agent’s breathing noises, for example. The best possible acoustic experience is an ever-increasing factor in customer satisfaction, displacing KPIs such as call length or frequency.
On the software side, professional headsets are specially designed for use with contact center systems. Intelligent software solutions are increasingly being used to analyze conversations in the background. These include parameters such as emotions, pitch, is the caller nervous and how does he react? Open interfaces are therefore important so that providers of new technologies can integrate the headsets directly into their special applications without any problems
Trying goes Beyond Studying
The previous points have shown that there are some basic points contact center managers should pay attention to when purchasing headsets. And yet, in the end, trying goes beyond studying. Just as with glasses, the wearer must decide whether the headset fits. Whether overhead headband, neckband, mono versus stereo or even the convertible version for only one ear, whether wireless or wired – there is always the right headset for every need. However, the same model does not apply to all employees.
It is also important that the agents can try different headsets. For example, they can assess the effect of noise suppression and thus how loud or quiet they need to speak. Also, after the purchase a regular check should take place whether the equipment still fits correctly, whether the other party is understood correctly and understands well.
Only if the model is selected as required can the best benefit be derived from it.
If you have any questions, please feel free to contact us: firstname.lastname@example.org