Headset R.O.I. in the New Contact Center

The call center by definition is a place where agents or operators make and/or receive calls for businesses and organizations. Today we tend to refer to the call center as the contact center as the central point for businesses where they can manage all interactions with their clients. Whether, the contact is made thru the phone, chats, email inquiries, newsletters or catalogs this is the central point where the customer’s relationship with the company is managed. A headset will allow your staff to communicate better with your customers.

In order to provide the best customer service experience many organizations are investing in new call center technologies from software to hardware and most notably headsets to support their many technologies. Our generation of tech savvy clients want to communicate using their preferred device anywhere, anytime and expect fast access to staff whether by web chat, email, video chat or phone.

With many endpoints in the contact center the headset makes multi tasking voice calls, email or note taking more convenient. The ergonomic benefit of a wired headset is proven to increase efficiency by 68 per cent (H.B. Maynard) and even more with a wireless headset. The health benefits of wearing a headset and not cradling a handset between your head and shoulder will reduce neck and back pain. A wired or wireless headset not only provides more freedom to multi task it also increases productivity and has been proven to reduce sick days.

A wireless headset provides additional mobility in the contact center. The user can multi task by accessing information, retrieving faxes or simulate technical issues while on a call. Today’s wireless headsets allow multipoint or multi connectivity between computers, desk sets, soft phones and mobile devices allowing businesses to have a single wireless headset for all the technology they invest in. This leads to a quicker return on investment for the organization.

The benefits of a headset are many. From improved employee performance to reduced noise cancellation for the customers the use of a headset can result in a fast return on the investment. Make certain your contact center evaluates several manufacturers’ headsets such as Plantronics, Sennheiser, Jabra and VXi because they all will work but depending on your specific applications some headsets work will significantly better. You can also ask your headset resource for their experience if they sell all the major brands of headsets.

Improved agent performance and productivity