What To Look For When Purchasing Call Center Headsets

Written by KOVA Corp

Selecting the right headset is an integral part of running a successful and profitable call center. Call center managers closely monitor the average time that an attendant spends with a customer, and are constantly working to increase efficiency and reduce that number.

The type of headset that a call center attendant uses can be directly related to the revenue of the company. A poor headset allows the attendant’s words to be blurred by background noise from other people in the room. These individuals deal with a high volume of calls on a daily basis; so combating these extraneous noises with each call greatly decreases their productivity as well as the overall revenue for the company.

Additionally, dealing with noise interruptions leads to a decrease in customer satisfaction. Not only does the client become frustrated by the peripheral noises interrupting the call, but also becomes less willing to provide personal information, such as a credit card number, over the phone when it seems that the call can be heard by others in the room.

Issues like the ones mentioned above, can easily be avoided by upgrading the headsets that the call center attendants use on a daily basis. In order to maximize profits and productivity and minimize customer dissatisfaction, there are a few important features to consider.

Noise Cancelling Microphones

Noise cancelling microphones will tune out background sounds from the other calls being simultaneously conducted in the call center. Specifically, audio processors that use Digital Signal Processing (DSP) can also contribute to the reduction of background noise to support clarity in a conversation.

Compression

This feature works primarily to combat the volume “spikes” which can be disruptive to both parties in the conversation. The amplifier will work to counteract shifts in decibel levels and compress the sound to maintain a constant level and clarity.

Binaural vs. Monaural

A binaural headset includes a full pair of headphones with a microphone while a monaural headset consists of a single earpiece and a microphone. The decision to purchase binaural or monaural headsets is primarily based on the environment in which they’ll be used. If the nature of the call center requires the individuals to consult each other during calls, the monaural headset will facilitate this better. In contrast, if individuals will be in a strict one-on-one call with the client, a binaural can help eliminate distractions from the call center floor.

Quick Disconnect

A quick disconnect feature allows a call center attendant to maintain the connection with the caller while disconnecting from their workstation. This is especially useful if the attendant needs to consult a reference item across the room. Traditionally, the attendant would need to disconnect from the call, consult the reference and reinitiate the call at a later time. The quick disconnect will save time and money for the center by eliminating the need for multiple phone calls for one client.

Comfort

This feature is easy to overlook, but extremely important to consider when purchasing call center headsets. Comfortable headsets, designed for all-day wear, should include large, leather ear cushions, easy to clean, self-adjustable mountings and lightweight frames. When the call center attendants are comfortable, they are in a position to work more efficiently with a greater level of output.

In order to maximize productivity in your call center, attendants must be equipped to work efficiently, being able to understand what is said during each phone call without the need for repetition. Purchasing commercial-quality headsets is worth the investment because, in the long run, they’ll increase your profits more than they’ll subtract from your bottom line.

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