Business Headsets 101

How to choose your business headset

Business Headsets 101

In the world of communication, a business headset is one of the most important accessories you can give to your employees. The right headset ensures clear; cohesive conversations call centre agents and customers, as well as coworkers.

In a world of increasingly mobile employees, on-the-go remote working, and open-plan offices, a high-quality headset is becoming less of an option for modern businesses, and more of a necessity. What’s more, thanks to the arrival of new technology this once-simple product has evolved into a variety of styles and solutions. The question is, how do you choose the right option for your workforce?

Where are Business Headsets Necessary?

Knowing where you plan to use your business headsets is a good start to deciding what kind of device you need. For instance, you’ll frequently find headsets in the call or contact centre, where a busy and high-volume environment often makes noise-cancelling capabilities essential. Additionally, in busy office environments where employees need to collaborate with their colleagues over crucial products, comfortable binaural headsets might be better than monaural options that leave one ear exposed to distractions.

On the other hand, if you’re giving your agents headsets that they can use for remote working and productivity on-the-move, a wireless system that works well with smartphones, tablets, and other devices may be the best solution.

Here are some of the top things to consider when buying business headsets:

1.     Durability and Comfort

Headsets need to be comfortable enough that your employees can use them for extended periods of time. This is particularly true in the call centre where agents may need to wear their headsets all day. Padded earphones and ear cushions remove pressure from around the head and reduce the risk of headaches.

Durability is also a factor worth mentioning if you plan for your headsets to be used frequently. For instance, if you purchase corded headsets, you’ll need to ensure that the cords are reinforced in case an agent accidentally stands on or rolls over one with his chair.

2.     Noise Cancelling Features

In loud business environments, noise cancelling features are crucial for eliminating unwanted background noise and helping agents to concentrate on the conversation at hand.

Many headsets in the commercial environment now come with some manner of noise-cancelling available. However, you might need to look into advanced options depending on how distracting your workplace is. Some headsets allow users to adjust the level of noise-cancelling available according to their needs.

3.     High Mobility

Increasingly, today’s employees are spending less time tethered to their desks and more time on the move. That means that you need your headsets to give your agents some freedom. The most obvious way to ensure mobility is to consider wireless headsets that allow employees to move around freely.

However, corded headsets don’t always eliminate manoeuvrability as much as you might think. There are various corded accessories available that come with a “quick disconnect” feature to ensure that your workers can remove their headset in a hurry.

4.     Wearing Styles

Similar to comfort, wearing style in a headset can affect how engaged and productive employees are at work. For instance, contact centre users need a headset that’s ergonomically effective, lightweight, and hopefully equipped with acoustic protection to keep the agent safe from sudden loud noises.

Think carefully about the environment your employees are working in and how this will affect the style of headset that’s right for them. It’s also worth remembering that headset preferences are often very personal. You may find that different advisers prefer different options.

5.     Binaural or Monaural?

One major element that will affect your choice of headset is whether you need your employees to have binaural or monaural audio. A single earpiece can help users to listen to both what’s going on with their computer or desk phone, and what’s happening around them in a calmer office environment.

However, in a busier space where distractions are everywhere, binaural headsets will support greater conversation during a call and allow your agents to deliver better results during customer conversations. Most larger contact centres will rely on binaural headsets to block out the noise around each agent.

6.     Microphones & Future Proofing

Finally, it’s worth thinking about how you can improve your chances of choosing a “future proof” headset. For instance, does your headset come with a microphone that can block out distractions and noise that might distort an agent’s voice? How will you give your customers an excellent experience by ensuring their audio is as clear as possible?

Can you make sure that the headsets you choose will work with any of the devices, or softphone solutions that you plan on using in the future? Consider how your workplace might change in the years ahead, and how you can adapt your headset decisions to adhere to your long-term goals.


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