Call centre headsets are a bit of a misnomer – you could logically argue that it really refers to all headsets. Call centres are obviously large consumers of headsets and the truth of the matter is that most headsets have been built for call centre applications. Manufacturers try and make the most hard wearing and durable models for the daily wear and tear that consumers place on them. Remember, apart from your PC, very few items will be used as much. [See our complete range of Call Centre Headsets here]
So when they build a headset they really have this type of application in mind. If it works in a call centre, it’ll work anywhere. Typically when we suggest call centre headsets for that specific application, our staff will automatically gravitate towards the most durable, robust and comfortable models. Heavy duty and comfort often go hand in hand because they are often over the head models and heavier. This means they can support larger ear cushions and longer talk times that are required. Smaller, more petite applications may be great on a reception desk and look incredibly stylish but call centre headsets are more a case for form over function.
One of the common requests for call centre headsets is that they are either VoIP/ IP. Most call centres these days have moved to VoIP in efforts to reduce phone costs. If they have gone completely IP using soft clients (no phone handsets) then they need headsets that connect directly to the PC and have been optimised for voice. This is very important because many computer headsets on offer do not offer wide band audio and are not designed with VoIP in mind. Wide band provides a much boarder frequency spectrum so that voice calls sound natural, not digitised and cropped. If you’re looking for this type of call centre headset make sure it has been designed with this specific application in mind. IP Call centre headsets will be more expensive that their straight computer counterparts but there is a massive difference in voice quality. So unless you want your workers to sound like an overseas call centre then spend a little more.
If your call centre is using traditional phone handsets then 90% of the time you will be looking at corded call centre headsets. They’re cheaper, the sound quality is still excellent, however your staff do not need the mobility offered by wireless models. Price is not the key to buying the right headsets in this case. It is more about the call centre environment. For example, if you have an open plan area with a lot of noise then you should consider models with ultra noise cancellation or binaural – preferably both. Noise cancelling is your operator’s best friend as it will reduce the ambient noise and stop callers being able to clearly hear conversations going on in the background. The benefit of binaural call centre headsets is they hav e two ears and this helps to cut down what the agent can hear going on around them. This allows them to focus more clearly on the caller and their job. That much noise in a confined space can be very distracting so binaural is a great idea. The other benefit of binaural is because the noise is dispersed across both ears in stereo (L+R), the operator can have their volume lower and it is better for their long term hearing.
Our advice to call centre operators is to buy with these things in mind, especially durability. We see mangers ringing up and buying the cheapest headsets they can. This is a very short sighted plan because their ROI is much higher in the long run.
The other key is to maintain your call centre headsets with regular preventative maintenance. This is not only for the longevity of the product but also for the health of your employees. Replace ear cushions every 6 months or when a new staff member arrives. This is purely for hygiene reasons. If not at least have hygienic wipes available to your staff so they can wipe them down on a regular basis. If you have agents doing shifts headsets are an easy way to spread germs. Other features like sound tubes (if you model has them) can become blocked over time with an assortment of nasty things, and it also reduces the efficacy of the microphone. They are relatively inexpensive so before you throw the unit out it may pay to replace some odds and ends first.
When dealing with call centre headsets we offer volume pricing for larger orders and guarantee not to be beaten on price. So call us first and see what type of volume deal we can do for your organisation.