HEADSETS
... CHOOSE HEADSETS THAT WILL BE COMFORTABLE AND FRUSTRATION-FREE FOR AGENTS TO USE...
Standardize on a model that meets the needs of both environments, with a focus on advanced noise cancellation, reliable audio quality, and broad device compatibility. This standardization of equipment gives IT departments familiarity with devices, enabling more seamless setup as well as easier troubleshooting if something isn’ t working properly.
Also, keep in mind the happiness and comfort of each agent. It is well documented that happier employees are more productive. And a huge component of agent retention is ensuring they are properly trained so they can enjoy their work, while also having tools they like.
With that in mind, choose headsets that will be comfortable and frustration-free for agents to use( more about this in the third tip).
Once you have selected the preferred vendor and headset model, you can opt to supply the headsets directly to agents or enable agents to purchase individually from a set of approved models on Amazon or another eCommerce platform.
3. TEACH AGENTS HOW TO PROPERLY USE AND CARE FOR THEIR HEADSETS While it might seem obvious, teaching proper usage and care techniques for agents ' headsets is critical to the functionality and longevity of the product: and for agents ' performance and productivity. So, it is vital to incorporate these instructions into the first part of an agent’ s training to ensure everything is working properly.
Here are the components of headset training. The first, and one of the most critical is fit, with agents wearing their headsets for upwards of eight hours a day.
Start with the mic. Comfort is subjective, but proper mic placement is critical to quality audio.
• Ensure agents place the mic in front of their mouth, but not so close that it captures breathing. This is approximately one to two finger widths from the corner of the mouth.
• Don’ t place the mic straight out, as this is too far for optimal performance.
• Never cover the mic with anything, including hands, as this will cause the audio to sound distorted.
Ensuring agents comply with these usage best practices is a simple way to improve the experience for agents and customers.
Second, taking a few minutes to properly clean the headset is an effective way to extend the life cycle of the product. Cleaning techniques will depend on earcup material, as foam is not as easily cleaned as leatherette, but it is easily replaceable. Foam components should be replaced about every six months, or when they appear worn or dirty.
To clean leatherette, use a mild cleaner or alcohol-free wipe( such as those used for cleaning glasses) to gently wipe down the earcups. This can also be used to clean the plastic components.
Third, be gentle on common stress points. There’ s no question that call center headsets take a beating. They are frequently plugged in and out of devices, headbands are regularly adjusted, microphones are moved for optimal placement, and cords are constantly shifted to be out of the way.
So, be gentle when making any adjustments and don’ t twist or curl the cords, an often-subconscious habit that can quickly deteriorate the wires inside, leading to performance issues.
Teaching these techniques from the start will ensure agents form good technology usage and care habits.
Investing in high-quality headsets and comprehensive training is about more than improving call quality, it’ s about empowering agents to succeed from any environment. From reducing noise disruptions in any workspace, to enhancing comfort and performance on-premise, the right headset can transform how agents connect with customers.
By standardizing technology, prioritizing agent wellbeing, and promoting proper care practices, contact centers can reduce operational costs, boost employee satisfaction and productivity, and deliver exceptional CXs.
By equipping agents with the best equipment and knowledge of how to care for that equipment, call centers can create a workforce ready to thrive in any environment.
Steve Erickson is COO at Cyber Acoustics, where he is responsible for the company’ s global operations. Steve has over 30 years of technical engineering and executive management experience, specializing in organizational leadership, business strategy and partnerships, and product development and innovation. He holds a B. S. EE in computer technology and electrical engineering.
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