2007 Headset Technology Review, The

Customer Inter@ction Solutions, Aug 2007 by Barnard, Patrick

In order to have successful interactions in the call center, every piece of equipment on the network must perform to the highest of standards, including the headsets. Companies that purchase inexpensive headsets often pay the price later, when their agents begin to complain about poor sound quality, broken parts, lack of comfort, or worst of all, damage to their hearing.

Many companies are now realizing the importance of purchasing high quality headsets for their agents. They're starting to look at things like the type of the speaker material; the strength of the wire harnesses; the sound quality; the level of comfort; noise canceling capabilities; and the overall functionality of the headset, before making a buying decision.

And there are a lot of factors to consider when buying a headset. Beyond the quality of the materials used and the craftsmanship, there are many different styles and types on the market. For example, there are wireless headsets, corded over-the-head headsets, corded over-the-ear headsets, cordless phone headsets and VoIP headsets. Choosing the right type for your call center can be a daunting task. You might want to consider whether your agents need to be mobile while taking calls, in which case you'll want to go with wireless headsets. Or, if you have agents who are picky about comfort or who are concerned about hearing damage from "acoustic shock," you might want to base your decision on those factors as well. And if your call center has gone all-IP, a shipment of VoIP headsets might be in order.

The important thing to keep in mind is that the headset plays a critical role in agent performance. For your agents, the headset is perhaps the most significant piece of equipment, because, other than their chair, it is the one thing they must be in direct contact with throughout the entire shift - every shift, week in, week out. Give your agents cheap headsets that are uncomfortable, break easily, deliver poor sound quality, or do a lousy job of canceling out external noise and you are more than likely affecting their performance. And as study after study shows, happier agents perform better. So, having good headsets in your call center isn't a luxury, it is a necessity.

To learn more about the latest trends in headset technology for the call center, we asked three of the leading headset manufacturers - Senheiser, Plantronics and GN Netcom - to provide us their views on what is happening now and what is coming in the future. We have also provided a list of companies that either manufacture or resell (where indicated) headset products. We urge you to visit these companies' Web sites for more information.

By Patrick Barnard, Associate Editor, Customer Interaction Solutions