Despite the obvious benefits delivered by an efficient headset, Call Centres need to acknowledge that a headset is not a ‘one size fits all’ scenario. The benefits to be gained from selecting the most suitable headset for individual agents can significantly increase the level of service they are able to deliver to customers, as well as positively affect their personal overall job satisfaction. As such, when deciding which headset is best suited, a number of factors should be considered:
Working environment – Does the design of the office space require noise-cancelling or wireless technology? For example, if the office has already been designed to minimise background noise, then organisations could decide to prioritize other features such as design and optimum audio clarity.
User experience – If the user is fairly inexperienced with audio devices, Call Centres must ensure they provide a headset which is easy to use. Also, it is always a great idea to provide staff training on new equipment to prolong the life expectancy of the headsets.
Comfort – Call Centre agents can spend up to eight hours a day on the phone. Therefore, they need a device which is lightweight, designed for comfort and customizable to fit a variety of users.
Durability – There is no more gruelling environment for headsets than Call Centres. The thousands of phones calls and countless hours of use are going to take their toll on the headset. Choosing the best equipment for the job should take into account the ‘punishment’ that the headset will have to endure. Questions Call Centre managers need to answer include: volume of calls, hours of use and history of ‘misuse’. The basic elements to look for as a starting point in a Call Centre headset is whether the product is constructed of durable material and intended for heavy duty use.
Working roles – Some Call Centre agents may be required to move freely around the office managing a variety of requests. These agents will require a wireless headset, with possibly an increased wireless reach, and one that can successfully cross communication platforms and networks.
Legislation – Does the office environment comply with EU noise legislation? Since 2006, EU noise legislation means employers need to provide staff with suitable hearing protection where noise exceeds 80 decibels. In the first instance, Call Centres need to carry out a comprehensive risk assessment of the project. Following this, they must provide testing and tools to automatically manage noise exposure via the headset. In addition, they have to ensure the daily noise exposure of each employee is monitored and automatically controlled to aid compliance with legislation as well as to make sure the headset is capable of identifying and suppressing sudden loud sounds to protect the user.
Sources: callcentrehelper.com, jabra.co.za