Effective Headset Management in Call Centers is Crucial

Using data gathered through the surveys, Best Practices in Headset Management in Call Centers reviews:

· centralized accountability for headset management
· the headset selection process
· budgeting for the purchase and repair of headsets
· agent training in headset usage, care, and hygiene
· theft deterrence

The report finds that although many call center agents are satisfied with their current headset technology, only slightly more than one-third of the centers are using current technologies like USB and Bluetooth while less than one half of centers that use wireless headsets. BenchmarkPortal also found there is a lack of training in proper use and storage of headsets.

What this all adds up to is a clarion call for today’s call center leaders: Don’t ignore the importance of something too easy to take for granted–headsets. More specifically, effective headset management systems. Consider the reading of this Best Practice Report the first step you take to better manage this invaluable resource.

“The equipment used by call center agents–particularly headsets–has a greater impact on productivity than is sometimes acknowledged by busy call center leaders. To reduce after call work time and increase Return on Investment in their call centers, leaders would be wise to acknowledge that consistent call clarity is job number one,” the study concludes. “An effective headset management system–including money spent on high-quality headsets–is an investment in agent stress reduction, customer satisfaction, and the all-important bottom line.”