How to choose a call centre headset

Published byIRIS Team

In the noisy environment of a call centre, clarity of communication can be challenging due to background noise. As call centre leaders strive to enhance the quality of customer interactions, the selection of the right set of headsets remains an important decision. After all, clear communication fuels speech analytics accuracy, first call resolution, and ultimately, customer satisfaction scores. We explore how to make the right choice, focusing on the technological advancements of noise cancellation and the solutions offered by voice isolation technologies like an AI-driven noise cancellation app.

Considerations when selecting headsets for call centres

As technology advances with more options, identifying the ideal headset becomes a task requiring careful consideration of various features. Here's a comprehensive rundown of the essential characteristics to look for when selecting headsets for call centre use, ensuring a balance between performance, comfort, and durability.

1) Noise Cancellation Capabilities

Top of the list is noise cancellation — a feature vital not just for the agent, but also for the customer. Effective noise cancellation technology ensures that background noise is minimised, allowing clear communication. Look for headsets that are designed to reduce call centre background noise.

It’s important to note that call centre headsets, while adept at delivering audio clarity to the wearer, do not provide bidirectional noise cancellation. This limitation means that while an agent can hear the customer without the interference of background noise, the customer may still be subjected to the ambient noise of the call centre, from the chatter of neighbouring agents to the hum of equipment - not to mention the agent can hear noise at the customer end.

All this distraction detracts from the customer's experience, affecting their perception of the call's professionalism and the company's brand. In order to achieve the highest quality of call centre interactions, consider integrating headsets with bidirectional noise cancellation apps (try one for free for 7 days).

2) Sound Quality

High sound quality is non-negotiable. Look for headsets that provide crisp, clear audio for both the agent and the customer. This ensures that conversations are easily understood, reducing the need for repetition and facilitating a smoother resolution of customer queries.

3) Comfort

Given that call centre agents wear headsets for extended periods, comfort and ergonomics should be at the forefront of any business leader’s mind. Headsets should be lightweight, adjustable, and designed to minimise ear and head strain. Features like padded ear cushions and adjustable headbands can make a substantial difference in agent comfort and, by extension, their productivity and job satisfaction.

4) Durability and Reliability

The high-paced, high-use environment of call centres demands headsets that are built to last. Durability and reliability are essential, as frequent replacements due to wear and tear can be costly. Opt for headsets known for their robust build and ability to withstand the rigours of daily use.

5) Compatibility

In today’s tech-driven call centres, headsets need to seamlessly integrate with various platforms and devices. Compatibility with different operating systems, phone systems, and software applications is a huge consideration. Additionally, consider the connectivity options — whether wired or wireless — and select what best fits your call centre’s operational needs and layout.

6) Microphone Quality

A good quality, adjustable microphone that can be positioned correctly to pick up the agent's voice clearly while minimising external noise is essential. This ensures that the customer hears the agent's voice without interference, contributing to a better call experience.

It’s important to remember that even the most top-quality headsets must be used with noise cancelling software like IRIS Clarity to achieve the best results. Using AI noise removal, this noise cancellation app allows for uninterrupted conversations, completely free from call centre background noise. When considering noise reduction tools, noise cancellation software is a sure way to reduce background noise during calls.

7) Easy Controls and Integration

Look for headsets with intuitive controls that allow agents to easily adjust volume, mute calls, or switch between tasks without significant disruption. Integration with call centre software for functions like call answering and ending directly from the headset can also enhance efficiency.

8) Maintenance

Taking into account the shared use of equipment in many call centres, selecting headsets that are easy to clean and maintain can help in maintaining hygiene standards. Features like removable and washable ear pads can be a significant advantage.

9) Price and Warranty

Finally, while cost-effectiveness is a key consideration, it's important to balance initial cost against the headset's quality, features, and expected lifespan. A higher upfront cost might be justified by better durability, sound quality, and comfort. Additionally, consider the warranty and support options available, ensuring that any issues can be quickly and efficiently resolved.

Selecting the right headset for a call centre is a decision that impacts not just the quality of customer service but also the operational efficiency and agent satisfaction. By prioritising features such as noise cancellation, sound quality, comfort, and durability, call centre leaders can ensure that their teams are equipped to handle the demands of a busy call centre environment, thereby enhancing both employee and customer satisfaction.

Making the most out of your call centre headsets

Implementing a solution like IRIS Clarity along with good quality call centre headsets brings many benefits. Firstly, you’ll significantly enhance speech analytics improvement by providing a cleaner audio stream for analysis. This improvement in data quality directly impacts the accuracy of speech analytics tools, enabling more precise sentiment analysis, keyword spotting, and overall customer insight.

Noise cancellation technologies contribute to a substantial reduction in background noise during calls. This reduction not only improves the immediate call experience for both parties but also contributes to a quieter call centre environment. Over time, this can lead to less auditory stress for agents, reducing fatigue and potentially increasing job satisfaction and efficiency.

Another advantage is the impact on first call resolution rates. With clearer communication, misunderstandings are minimised, and agents can address customer needs more effectively, reducing the need for repeat calls. This efficiency not only boosts customer satisfaction but also enhances operational efficiency by freeing agents to handle more calls.

Choosing both the right hardware and software for call centres is important. Businesses who get it right will enjoy enhanced quality of customer interactions and will improve speech analytics accuracy, reduce background noise.

To see how you can implement clearer call centre solutions get in touch or start a 7 day free trial.

Published byIRIS Team

6 Mar '24