In a recent Cisco survey of contact center executives, 93 percent agreed that technology is “very important” for delivering a better CX.
This doesn’t just mean software technology and system enablers – hardware peripherals are equally crucial in empowering agents, making them feel comfortable, and equipping them to stay predictive throughout the day.
The headset is the first piece of hardware you probably associate with agent performance.
Let’s discuss how to choose the best agent headset for your contact center.
What Are the Types of Headsets to Choose From?
It’s possible to classify agent headsets in several ways, and knowing these categories will help you match every agent with the perfect headset for their role.
A manager could choose between monaural and binaural headsets with one or two earpieces, respectively.
Monaural variants are better suited for collaboration and mobile work, while binaural headsets are better suited to solo, immersive work.
In terms of wearing comfort, there are over-the-ear, behind-the-neck, and in-ear headsets, each with unique pros and cons.
The first is probably the most familiar, accepted by nearly every agent out there.
Behind-the-neck styles are less common but can be more comfortable for long hours of use, as no weight is placed upon the wearer’s head.
In-ear headsets are the most discrete, making video call agents appear to be conversing face-to-face.
The type of microphone embedded in the headset also makes a difference.
An omnidirectional mic, sensitive to sounds from all directions, is best for WFH agents. On the other hand, noise-canceling mics are more conducive to in-office use.
If the contact center follows an open-plan layout, you might want to invest in ultra-noise-cancellation technology that can reduce up to -13dB of ambient noise.
Finally, there are wireless headsets for agents who must move around when providing support – such as SMEs and supervisor roles.
DECT headsets are cheaper, offering stellar audio quality at a limited range.
Also, bluetooth often comes in handy when agents must connect with multiple workstations across the day.
Tips for Choosing the Best Agent Headset
Keeping the available categories in mind, here is what managers should remember when buying headsets for the contact center.
- Budget for headsets in your CapEX. Cheaper agent headset prices can come at as little as £20, but these typically have poor build quality and cannot stand up to the rigors of daily use. The Koss CS100 is an agent headset that falls into this price range. More expensive offerings – like the Jabra Biz 2400 II – can cost up to $200.
- Pair agents with headsets based on their role – mobile or workstation-based, shift-based executive, subject specialists, or manager, call or video, and hours of working.
- Pay special attention to ear cushions, sound protection, and weight for agents wearing headsets for four or more hours at a stretch. This aids in their comfort and well-being.
- Conduct customer and agent surveys to pinpoint audio quality issues and wearer discomfiture when replacing existing headsets.
- Choose a headset that fits into the workplace environment – i.e., the office layout, the number of agents, the ambient noise generated, office size, and – therefore – the range of movement.
Finally, using a reseller for bulk purchases is a good idea, as managers can gain from additional ongoing support and a more competitive price.
