Choosing the Best Contact Centre Headsets

Headsets are one of the most powerful tools in any contact centre environment.

Replacing the standard desk phone, a great headset ensures that your employees can answer dozens, or even hundreds of calls each day, without having to run the risk of back strain and other posture-related problems. There’s no need to hold a phone to your ear when you have a headset.

Employees tap a button, and they can easily connect with their colleagues, customers, and more. Headsets simplify the conversation whether your team is in an office, or embracing the benefits of the new, work anywhere landscape.

Finding the Right Headsets

Contact centre headsets are valuable for two main reasons. First, they improve the user experience for your agents. Your employees will be able to answer calls quickly and more comfortably. Plus, active noise cancellation in the headphones will reduce the risk of distractions.

Secondly, contact centre headsets are excellent for customers too. The right technology ensures that you can block out unwanted distortion on a microphone to give your clients clearer sound. Well-designed headsets also improve the privacy of the conversation too. The question is, how do you find the right earphones for your team?

While there’s no one-size-fits-all, there are a few points you might consider:

• Comfort and durability: Headsets need to be comfortable to wear for long periods. All headsets will have relatively comfortable ear cushions, but think about sound management, and headbands too
• Noise cancellation: This reduces the problems with ambient noises that distract your employees. Noise cancellation also stops customers from having to repeat themselves. Some microphones come with noise cancellation included too
• Compatibility: You’ll need your headsets to work well with the technology you already have. Ensure that anything you buy can integrate properly with things like team collaboration tools, or UC&C software
• Wearing styles: Think about how your employees like to use their headsets. There are different options available, including monoaural headsets for those who need to have an ear free
• Future-proofing: How will your headsets continue to deliver results in the years to come? Are they equipped with access to smart assistant technology? Can you upgrade the firmware from the cloud?
• Busy notification: Some way of showing, usually a red light, that the user is engaged in a call – ideally, easily visible to all

Investing in Contact Centre Headsets

A good contact centre headset isn’t just a valuable tool for your employees; it’s also a crucial component of supporting your customers too. The right contact centre headset will reduce the headache of noisy and complicated calls when clients are trying to get answers to their questions. This should mean that your agents can provide a better quality of service.

At the same time, headsets and their flexible nature are likely to gain even more popularity in the future. As more businesses switch to the cloud contact centre environment, and look at the possibility of remote working, plug-and-play headsets will be crucial. Many distance workers will prefer to use a simple headset for their contact centre operations rather than a complicated business phone setup.