Newsletters

Customer Support:   (972) 395-3225

Home

Articles, News, Announcements - click Main News Page
Previous Story       Next Story
    
Choosing New Headsets For Your Call Center?
Submitted by Headset Parts Unlimited

February 28, 2017

Choosing New Headsets for Your Call Center?
 
As a Call Center Manager, there are many considerations when choosing headsets for your employees. Before settling on a headset for your Call Center, let’s take a look at a few things you should consider.
 
Comfort
It may seem like a no-brainer but comfort is key! In most cases, call center agents and operators will be using their headset for 8 to 10 hours per day.  Although comfort can be a matter of the individual’s taste, some common things to look for in terms of comfortability. You certainly do not want headsets that fit too loose or too tight and you want to look for something that is light weight. Certain aftermarket headset accessories such as foam or leatherette ear pads can make your agents more comfortable.
 
Your approach to hygiene if the headsets are to be shared should be considered as it contributes to the operator’s overall health and happiness. Microphone windscreen covers or replaceable voice tubes reduce the likelihood that germs will be transmitted.
 
Noise Cancelling Headsets, Microphones and Voice Tubes
If your call center is busy and can be noisy, it can be a big problem. Having your operator or caller disturbed by background noise reduces call efficiencies and is an annoyance.
 
For this reason, Binaural Headsets are a popular choice. Binaural headsets have two earpieces with two speakers that isolate the sound the operator hears. This allows the operator to focus on completely on the call and be less distracted then they would if using a Monaural (single earpiece) headset.
 
Noise Canceling Microphones restrict background noise from reaching the caller and allow the operator to be heard more clearly. There are plenty of different methods of noise cancellation that headset manufacturers have branded. Without getting overly technical, a noise cancellation feature on a microphone can easily be understood as a gate that allows or prevents sound from passing through.  When the operator is talking, the microphone is on, the gate swings open. And when the operator is quiet, the microphone is muted, the gate swings closed. Manufacturers estimate that noise cancelling headsets can reduce up to 75% of the background noise. Microphone positioning is an important element to consider when using a noise cancelling microphone. Noise cancelling microphones should be placed within an inch or two of the operator’s mouth as they are typically designed to pick up only the sound of the operator’s voice through a single hole in the microphone housing.
 
If your call center is a relatively quiet environment, a headset with a Voice Tube may be the best way to go. Voice tubes provide the clearest audio quality to the caller. The downside is that they do not cancel any out background noise.  If a voice tube breaks as part of your headset, it CAN be replaced.  That is not the case with a noise reducing microphone. If the microphone breaks, you must replace the entire headset.
 
Many headset models come in both noise reducing and voice tube varieties, take your needs into consideration and choose wisely!
 
Durability and Warranty

Call center headsets get more than their fair share of abuse. Make sure the headset you choose is of durable construction and provides a suitable manufacturer’s warranty. Warranties on professional grade headsets range by manufacturer somewhere between one and three years. Work with a vendor that you can establish a reliable partnership with for your needs now and in the future. 

 

 
Return to main news page