Veridian assists your contact centre with fulfilling your business needs and meeting your expectations for return on investment (ROI) and profitability. For more information and a free consultation, visit Contact Centre.
A lot of contact centres use single eared tubed headsets – cheap and effective, and probable the widest form of headset in these centres. The problem is that background noise can and will affect the user experience – with cheap headsets it’s clearly detectable.
Noise levels are high in contact centres. Many agents sitting in close proximity, plus the high level of calls and discussions between customers and prospects – it all adds up to a considerable noise problem. Single eared headsets mean agents have to compete with this background noise level to hear and be heard, and concentration can easily be distracted by the noise as well. This really doesn’t give the customer, prospect or agent the best service possible.
Moreover, headsets with voice tubes usually do not have noise reduction features, so people listening to your call centre can hear that background noise, and can often hear exactly what is going on in your contact centre. More than noise, do you want your customers and contacts hearing outbursts of laughter, outbursts of frustration, colleagues making banter and even the occasional explicit word?. Is this how you want your prospect or your customer to view your business? What damage might this do to the professional image of your organization a client you represent?
It is a sad fact that outsourced call centres can lose clients because someone on the phone overhears language or antics in the background, and you don’t want it to be YOUR customer or YOUR call centre.
Dual ear headsets are the answer. They allow users to concentrate more fully on the conversation they are having, and noise canceling mouthpieces prevent any unwanted noises being overheard. They may cost a little more, but they are actually a far wiser investment if you want happy callers!
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