3 tips for choosing the right headset

One is spoilt for choice — and this is no different when it comes to choosing the right headsets for call centers. When making a purchasing decision, certain aspects such as quality, cost and the intended purpose play an important role. Find out in this article what to look out for when choosing a headset.

Working calmly and focused is an advantage for any company because it serves to increase employee productivity. In call centers, in particular, having the right equipment is essential. The best tools ensure the quality of work and, just as important: customer satisfaction.

Audio equipment tailored to call center operators and office environments

Working environments in modern offices have changed significantly and are influenced by individual conditions to a large extent. Whereas some agents sit at their desks, others move from one place to another. Modern, open-plan office architecture also places high demands on the audio equipment of operators. To help you make the right choice, the following three tips may be useful.

Tip #1: The workplace decides

How much freedom of movement is needed? Where do your agents work — on the computer or mobile? What level of control do they need on the headset itself? Individual needs and working preferences are decisive. The following should be considered, depending on the work location:

• Corded or cordless? If your operators only work at a desk, a corded headset suffices. If your employees are constantly on the move, a cordless variant is preferable. You can also offer call center agents working at a desk a cordless headset for more flexibility and freedom of movement.

Extra tip: The cordless headset offers two options: Bluetooth or DECT. Bluetooth headsets have a range between 10 and 100 meters from the base, whereas DECT-based headsets have a range of at least 100 meters. If your agents are constantly on the move or out and about, we recommend integrated functions such as high definition sound and wind noise suppression.

• Noise levels in offices or call centers: Customers do no wish to hear any background noise. A high noise level also progressively disturbs concentration, the longer the working day. A headset with active noise canceling, i.e., active noise suppression, offers an effective solution.
• Connection to further hardware: Whether a landline, PC, laptop, mobile phone or all four hardware variants — check the specifications of your headset to ensure it has the required connection option.
• Volume control: Would your employees prefer to adjust the volume level directly on the headset? Some models offer volume and mute control.
• One ear or two ear: If your call center agents also need to communicate with colleagues at any time, a one ear headset is recommended.

Tip #2: What type of wearer are you?

Anyone who wears a headset throughout the day, naturally puts wearing comfort first. Spectacle wearers have other priorities when it comes to wearing headsets comfortably, whilst their colleagues may prefer neckbands. The following should be taken into account when choosing a headset in order to meet the individual needs of your employees:

• Wearing time: Long battery life as well as hard-wearing materials and durability are the best preconditions for headsets that are worn for long periods of time.
• Individual preferences: Spectacle wearers often prefer headbands. Whereas some agents may prefer discrete neckbands, others may prefer to change occasionally between the two — in which case convertible headsets are the ideal choice.
• Additional music function: The option to listen to music via a headset during breaks is very appealing and can make work more enjoyable. Motivation and productivity will increase if your call center agents can listen to music between customer calls.
• Size and fit: Adjustable band length and microphone arms ensure that the headset fits all sizes. A hinged arm is a convenient feature for use between calls.

Tip #3: Software and services: How much does a headset cost?

Of course, user-friendliness and additional costs also play a role when using headsets in call centers. This is why the following should be considered before making a choice:

• Installation: Is mass installation possible — and, if yes, how easy is it and what costs does it involve?
• Software: Does the headset come with software? Does the software suit your particular purpose? Does its use incur further costs?
• Warranty: Headsets are not made to last forever. It is therefore useful to know the duration and extent of the warranty cover for headsets.

Before choosing from the extensive range of state of the art headsets available on the market, there are certain things to consider. In a nutshell: The optimal solution always takes into account in equal measure the workplace environment, the needs of the wearer and the related costs.

Reading tip: Find out what soft skills your call center agents need for their job after you have found the right headset for them, in our blog article “8 soft skills for a better customer service”!