Talinda Express: Choosing The Right Contact Center Headsets For Your Business
TALINDA EXPRESS
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Choosing the right Contact Center Headsets for your business
The world is quickly going online. Communication within the office is accelerated at each turn. The pandemic has only span the wheel faster and now businesses are looking for ways to reduce direct contact with customers. They are investing in contact centers and customer support systems that deploy services and engage with customers through phone, email, social or chat. Presently, companies acknowledge that a successful call center will runs on a good contact center software, quality internet connection, a PC and headsets. When choosing headsets, there are many factors to consider like design, compatibility, durability, and comfort. With contact centers, every investment counts. Therefore, let’s dive into critical factors to look into when choosing suitable headsets.
Mobility (Wired vs wireless)
Headsets come in different versions of either wireless or wired. Wired headsets are connected directly to the computer. Consequently, they require agents to be stationary with limited freedom of movement. Their wireless counterparts are connected to the computer via Bluetooth or infrared which means more mobility to the users. Infrared headsets depend on line of sight, while Bluetooth depend on radio frequency to connect thus as long as the signal reaches the headset, data will transmit.
Due to dependence on radio signals, wireless headsets are constantly transmitting data resulting in high battery drain. Often, they depend on a lot of power hence frequent recharging or battery replacement is needed. Being connected to a cable allows wired headsets to operate for as long as necessary as they are constantly recharging. In this case wired headsets give add significant value to the user than wireless headsets especially if freedom of movement is not a major influencer to the business operations.
Interference
A major challenge contact centers face is interference resulting from high signal traffic, building infrastructure, duct work arrangement, a lot of metal, wireless internet routers, etc. When calls are coming in and going out of a call center, many signals are transmitted close to one another. Wireless headsets face a lot of interference which wired headsets do not as the latter are connected directly to the computer.
Design
The design stems from how headsets look, feel and work. Advancements in technology have led to fancy headset designs but what is important is how the design plays to your contact center achieving its goals. Headsets are made in varying designs from overhead, single earpiece, dual earpiece and behind-the-ear. Great design will affect, comfort, professional look, audio quality as well as your agents’ motivation levels. For instance, dual earpieces headsets allow better audio quality between a caller and a user, making communication flow faster and ensuring caller satisfaction.
Comfort
No one wants a heavy headset with zero padding stuck to the ears all day. It is tiring and uncomfortable. Employees work for long hours, 8 on average; a lightweight, ergonomic-featured headset is important to ensure they remain motivated and comfortable.
Noise Cancellation
In recent years, more offices are moving to a less bureaucratic, flexible, open office structure. Headsets with noise cancellation use a technology that blocks high frequency sounds, emitting sound waves that cancel low frequency sounds making the user focus more on the caller. These headsets are perfectly suited for open office, noisy and busy work environments.
Durability
For a headset to meet preferred standards of quality, durability is a key element. Any contact center understands that investing in devices and technology for the system can be a costly affair. The success of a system will also be gauged by its longevity and ROI. Call centers today are investing in durable headsets that come with at least 1-year warranty, not easily damaged or worn out even with long hours of use each day. If ear pad cushions and adjustable ear pieces are low quality, they will be prone to wear and tear which can cause frustration and inefficiency among employees.
Compatibility
Last but not least is compatibility. Investing in the right headsets for your office teams should be directed by the type of applications, software and devices they use. It’s important to find out if the headsets can work with the softphones, contact center platforms, desk phones if any, as well as online meeting platforms. Compatibility also dictates the ease of connection like ability to be plug-and-play without costly and time-consuming installation and configuration processes
In summary, major emphasis is placed on contact center software, phones, and computers, leaving headsets out of the playing field. In truth, headsets are just as critical as the CC software since they influence the level of employee productivity and motivation. If employees are comfortable and experiencing call clarity while communicating, their productivity will be at optimal levels satisfying the needs of the callers. Talinda Express is a trusted technology shop. We supply quality headsets suitable for contact centers and office use conveniently. Shop today and enjoy special offers on Logitech, Plantronics, Sennheiser headsets.
Offer valid while stocks last.
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Kabarnet Road, off Ngong Road, Nairobi Kenya
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