Your headset technology makes a massive difference to both agent and customer experiences. For the agent, there is a clear comfort factor, as headsets must be worn for hours at a time – neither the physical form factor nor the audio quality should cause fatigue. Customers, on the other hand, are looking for sharp, crystal clear sound that cuts through any ambient noise to enable smooth communications.
If your contact centre requires agents to be mobile, you need wireless headset equipment, based on DECT, WiFi, or Bluetooth technology. Depending on how busy your contact centre is and its noise levels, each of these can offer a differentiated calling experience.
What is a DECT Headset and Who is it For?
Digital Enhanced Cordless Telecommunications or DECT technology is the global standard for industrial telephony use. DECT headphones are linked to a single workstation, compatible with PBX and wireless LAN devices, using the 1.9 GHz frequency band or thereabouts. In North America, contact centre systems use a variation called DECT 6.0, based on the same technology but operating on a different frequency.
Owing to the frequency band, DECT headsets do not interfere with other wireless connections in the contact centre like WiFi or Bluetooth.
DECT has an impressive connectivity range of around 100 metres. This means that agents can move around comfortably without losing the call. DECT headsets use 64-bit encryption to secure the communication, but on the downside, you can attach the device to only 1 workstation that provides connectivity to the phone network.
In terms of call quality, DECT headsets are similar to other wireless headsets – there are basic entry-level options, as well as variants promising superior quality through noise cancellation, peak noise reduction, etc. that can prove useful in a busy call centre environment.
Should You Consider a WiFi Headset?
Headsets can also work using WiFi frequencies (2.4, 3.6 and 5 GHz), suitable for connecting multiple devices at once. The biggest USP of WiFi headsets is their universality, which means that you should have no problem connecting your headset.
But apart from this, WiFi headsets aren’t a really competitive option for contact centres. As it operates on a shared access point, performance can be occasionally unstable. Also, WiFi is designed for data rather than voice, so you might need additional controls to stabilise voice quality.
There aren’t a lot of pureplay WiFi headsets available in the market – you mostly find WiFi/Bluetooth headsets or WiFi phones that come with VoIP functionality.
Which Ones Should You Use in a Busy Contact Centre?
DECT phones are purpose-built for wireless voice communication. Its coverage radius, lower frequency, and stability make it the perfect choice for busy contact centres – but only for agents who don’t need to switch between devices.
For those whose job requires connectivity with multiple devices (like a supervisor listening in on calls), consider Bluetooth headsets, offering 128-bit encryption, connectivity with up to 8 devices, and coverage within at least 10 metres of the base device.
