Choosing
the Right Headset
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Issues to address
Customizing Options
A call center can spend millions on their new site, switch technology,
computers and furniture; but without the right headset to tie the technology
to the human interface, a call center will be at a disadvantage from day
one. Choosing the right headset for your organization involves planning
and anticipating usage demands. However, the typical feeling is that any
headset will do. This usually results when those doing the planning are
not the people wearing the headsets.
Most people would never consider buying $20 speakers to hook up to a
$5000 stereo system. You simply could not get the best results from inferior
speakers and your investment would go to waste. Similarly, why spend so
much time on optimizing your system and neglect to follow through with
quality headsets? You will simply never see the full potential of your
system.
When purchasing a headset, address issues such as:
Ergonomics
Component
testing
Whether
it will be capable of adapting to any environment in your call center.
Ensuring that the headset is comfortable, dependable and durable. Check
for a sturdy cord and cables. In a typical day it is likely to be dropped,
kicked or run over by chairs, or shoved in a drawer; so it must be able
to handle the abuse. If the headset is uncomfortable, the user will be
constantly adjusting it, which often leads to damage. Some models offer
swiveling ear cushions, which may alleviate discomfort.
Will
you require "in-use" lights? These reduce the chance of interruptions
form co-workers who do not realize that someone is on the telephone.
Customizing Headset Options to Work for You.
A common concern is how to reduce noise interference at the call center.
 The
caller needs to feel like when they call you they are talking to just
one person. One way to address the noise problem is to use a noise-canceling
microphone, another way is to use ear cushions. Noise canceling microphones,
like that shown on the Plantronics model at right, are well suited for call centers
with a decibel level of 65 or higher - about as loud as a leaf blower
or busy street. Many call centers are designed with sound-reducing floor
plans, sound dampening material and acoustic designs, and so may not require
use of noise canceling headsets. An omni directional, or voice tube-type
microphone is less position sensitive, delivering high quality, clear
sound even if the boom is not in the optimal position. Although voice
tubes should be replaced every six months or so, they are still an economical
choice as they are less susceptible to wire damage because of their design.
 There
are two options for over-the-head headsets, binaural to cover both ears,
and monaural to cover one ear. Another is the single, over-the-ear headset.
Some feel that the monaural product is better, as it allows agents to
hear feedback from supervisors and learn from other agents. For call centers
with high turnover, a convertible headset, such as the Plantronics model
pictured above, which allows an agent to switch between over the head
and over the ear, may be a good choice.
Call center agents should be asked for their input in choosing a headset
style. Some will prefer the over-the-head model, while others will prefer
the over -the-ear
model. Most manufacturers make both. Cordless units, like the GN Netcom
model shown right, are also becoming available, as are headsets in custom
colors. Many of the sales people here at Main Resource use headsets, and
it seems they each prefer a different model. If the agents are not consulted,
headsets may suffer abuse or repeated attempts to adjust it comfortably,
which often leads to damage.
Other Issues to Consider
What happens when the headset you purchased needs repair? It is wise
to carefully examine your supplier's repair and replacement policies.
Ask about the manufacturer's warranty. All headsets sold by Main Resource
include a 2-year warranty. It is also a good idea to have a few extra
headsets on hand. To extend the life of your headset, clean or replace
the replaceable features such as the foam over the microphone and the
earpiece every six months. In time the pieces become dirty and unsanitary
and the quality of transmission will be reduced. With proper care, a typical
headset will last from two to three years without major problems.
Consider establishing a Headset Service Station in your office. Here,
inventory management would be maintained and agents could drop off a damaged
headset to be sent out for service. Should you have a problem, Main Resource
will advance sip headsets before the problem-units are received.
Optimize the return on your investment by taking the time needed to find
the headset with the options that will work for your company.
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