Clear communication significantly impacts customer satisfaction and operational efficiency. However, the debate between whether to invest in noise cancellation apps or traditional headsets continues. With both the advent of advanced AI technologies and the continuous improvement of hardware, the choice between these two solutions is not straightforward. We weigh the pros and cons, taking into account how background noise in call centres can be most effectively eradicated.
Noise cancellation technology has evolved from simple analogue circuits to sophisticated digital algorithms powered by AI. This evolution has paved the way for noise cancellation apps, which can now filter out unwanted background noise from calls. These apps, such as IRIS Clarity (which you can try for free for 7 days), utilise AI to distinguish between the human voice and background noise.
Ease of Use
Noise Cancellation Software:
Applications like IRIS Clarity offer a plug-and-play solution that integrates easily with existing call centre software. There's no physical setup; once installed, the software operates in the background, automatically filtering out background noise and enhancing voice clarity. This simplicity eliminates the need for manual adjustments during calls, allowing agents to focus entirely on the customer interaction.
Call Centre Headsets:
Traditional headsets, while straightforward in use, require physical setup and adjustments to ensure optimal sound quality. The need to manually adjust the headset's position, volume, and noise cancellation settings can detract from the agent's focus and efficiency.
The Verdict:
- Noise cancellation software supports easier agent focus.
- Errors are more likely to occur when using headsets due to fiddly adjustments.
- The Winner? Noise cancellation software.
Versatility
Noise Cancellation Software:
The software's ability to work across multiple platforms and devices makes it very versatile. Whether agents are working from home or the office, noise cancellation apps ensures consistent sound quality. This flexibility is invaluable in today's hybrid work environments.
Call Centre Headsets:
Headsets are somewhat limited by their physical nature. While they can offer excellent noise cancellation, their performance is inherently tied to the device itself. Upgrading or adapting to new technologies often means purchasing new hardware, which can be both costly and logistically challenging.
The Verdict:
- Noise cancellation software works over a variety of platforms and hardware.
- Headsets cancel noise well, but are only as versatile as the product purchased.
- The Winner? Noise cancellation software.
ROI
Noise Cancellation Software:
Investing in software like IRIS Clarity represents a long-term solution that improves through updates and improvements over time. The initial investment is scalable, with the potential for significant returns in enhanced communication quality and customer satisfaction.
Call Centre Headsets:
The investment in high-quality headsets is more upfront and tangible. While they can offer immediate improvements in sound quality, their value depreciates over time, and they do not benefit from the continuous improvements that software solutions offer. This said, hardware can be sold on, whilst software cannot.
The Verdict:
- Noise cancellation software requires an initial investment, although it is immediately scalable.
- Call centre headsets, as hardware, have a resale potential.
- The Winner? This one’s a tie, depending on whether scalability and longevity or resale value is a consideration.
Employee Satisfaction
Noise Cancellation Software:
By removing background noise and enhancing the caller's voice, noise cancellation software can significantly reduce auditory stress and fatigue for call centre agents. This can lead to higher levels of employee satisfaction and productivity.
Call Centre Headsets:
Poor equipment is a large contributing factor to employee burnout in call centres. High-quality headsets can also increase employee satisfaction by providing clear sound and reducing background noise. However, the physical discomfort of wearing headsets for extended periods can negate some of these benefits.
The Verdict:
- Noise cancellation helps employees do their jobs more effectively, fueling satisfaction.
- Headsets are required to allow for a true ‘one-to-one’ conversation, since AI voice isolation cannot remove background noise for agents without good hardware.
- The Winner? It’s another tie — both noise cancelling apps and good headsets are required for employee satisfaction.
Sound Quality
Noise Cancellation Software:
The AI-driven algorithms of noise cancellation software continuously improve, offering superior sound quality that adapts to various noise environments. This ensures that both agents and customers experience clear, uninterrupted communication. It’s worth noting that no battery is needed. However, noise cancellation software will not solve surrounding noise issues for the agent.
Call Centre Headsets:
While headsets with advanced noise-cancelling features can provide excellent sound quality, they are limited by the technology available at the time of purchase. Upgrading to newer models is the only way to benefit from advancements in headset technology, plus hardware needs power like batteries to work.
The Verdict:
- Noise cancellation software provides exceptional, almost fail-safe background noise elimination but needs headsets to work for agents.
- Headsets work well for agents in improving sound quality but require a battery.
- The Winner? You’ve guessed it — software and hardware working in tandem is the best case for sound quality.
Future Proofing
Noise Cancellation Software:
Software solutions are inherently future-proof. As AI technologies advance, updates can be rolled out to users, ensuring that the software remains at the cutting edge of noise removal technology.
Call Centre Headsets:
Headsets, by contrast, are static in their technology. Future-proofing with headsets requires periodic reinvestment in newer models, which can be costly and environmentally unsustainable.
The Verdict:
- Noise removal apps can be easily updated and future-proofed with ease.
- Headsets require reinvestment as new models emerge.
- The Winner? Noise cancellation software.
Utilising Headsets with bidirectional AI Noise Cancellation Software
It’s possible to achieve a ‘best of both worlds’ scenario and enjoy the benefits of good call centre headsets (the fact that headsets can eliminate noise around the agent) and noise cancelling apps (the benefit of bidirectional noise cancellation). Incorporating both of these facets will improve communication quality and, consequently, customer satisfaction.
Research points to the importance of clear, empathetic, and efficient communication in customer service, noting that it can significantly influence customer loyalty and trust. Poor communication, on the other hand, leads to dissatisfaction, loss of trust, and ultimately, a decline in brand loyalty, with statistics showing that a significant portion of customers have abandoned a brand due to poor service experiences. Therefore, taking a two-pronged approach is a safe solution for brands, ensuring customer trust and loyalty.
The capabilities of noise removal software like IRIS Clarity, with its ease of use, versatility, and continuous improvement through AI advancements, offer a compelling case for its adoption. However, the tangible immediacy of high-quality headsets and their proven effectiveness in noise cancellation cannot be overlooked. An excellent compromise can be purchasing cheaper headsets that are optimised for removal of noise around the agent for the agent, then spending the remianing budget on noise cancelling apps like IRIS Clarity. Get in touch to arrange a demo or start your 7 day free trial today.