Line of communication is one of the most important aspects of call centres. As the primary point of contact between agents and customers, the headset is the highest-ranking contributor to great customer service; the ultimate goal of a successful Call Centre.
Moreover that, headsets can offer a highly attractive solution for call centres, as they bring with them a number of benefits that help to enhance levels of productivity and morale within the workplace. But selecting the wrong one will increase the positive to negative ratio between the agent and the customer. There are features that make a call centre headset what it is. These features allow call centre headsets to stand out among the ordinary headsets due to its sound quality advantage and sophisticated technology.
Noise cancelling microphones will tune out background sounds from the other calls being simultaneously conducted in the call centre. By creating a noise-cancelling wave which is 180° out of phase with the ambient noise. This wave acts like a noise eraser: it cancels out the background noise without diminishing the audio wants to hear. Therefore, employees will be able to focus on their calls, speed up the process and be more productive.
For each call, sound characteristic is different. Sudden changes in decibel levels annoy both the employee and customer. The amplifier will work to counteract shifts in decibel levels and compress the sound to maintain a constant level and clarity. It delivers greater clarity for both parties, making employees more productive.
Binaural vs. Monaural
For many it’s a personal choice as to whether they have a monaural or binaural headset. Although call centres might need headsets that use only one ear, often, employees could benefit from the two-ear types. If the majority of their contact is with customers, you want two-ear headsets. These also increase call clarity, the ability to consistently get the right information and prevent temporary hearing fatigue.
This feature lets your workers leave their desks to disconnect from their workstations without ending the customer’s call. When employee have quick disconnected, he/she can talk with colleagues across the room without leaving your customer. The quick disconnect will save time and money for the centre by eliminating the need for multiple phone calls for one client.
Comfort is another thing you cannot leave out here which is extremely important to consider when purchasing call centre 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 centre attendants are comfortable, they are in a position to work more efficiently with a greater level of output.