What you should know before making your next call center headset purchase
The call center agent's best friend is their headset, and choosing the right headset for your call center or office staff can be daunting. There are many things to consider when comparing headsets by various manufacturers. Here are five things to think about before you make your next purchase.
- KNOW YOUR VENDOR. A good relationship with a reliable supplier can mean the difference between getting the right equipment at a fair price or overpaying for a headset that doesn't meet your needs. A knowledgeable headset adviser will have in-depth product and industry knowledge. He or she will ask the right questions and make the proper recommendation to ensure you get the right equipment the first time, and at the best price. A headset consultant should never "sell you a headset." He or she should ask questions to uncover your needs and make the right recommendation. If your vendor isn't asking the right questions, you might want to look for a new vendor.
- PERFORMANCE & DURABILITY. Your staff will wear their headsets day in and day out; wear and tear is part of the game. Replacing headsets prematurely can be costly in terms of agent down time and financial outlay. Make sure the equipment you buy is call-center designed and is backed by an unconditional warranty. This will stretch your IT purchasing dollars and result in a lower cost of ownership.
- NOISE CANCELLATION. Call centers tend to be noisy. You need to be sure that the headset you purchase provides the best noise cancellation as possible to ensure that the background noise in your call center is not heard on the other end of the call. A noise canceling headset will filter out a large majority of the call center noise so your agents are heard clearly, resulting in a better call outcome.
- COMPATIBILITY. Every headset will need to be compatible with the phone or other device that it will be used with. Each brand of phone will have it's own compatibility requirements, and the headset cord is the vital "link" between the headset and the phone. Purchasing a headset with wrong cord means the headset will not have adequate sound, or perhaps none at all. Always rely on a trusted headset adviser to guide you through the process.
- AFTER-THE-SALE SERVICE. A reputable headset vendor will stand behind their products with a no-questions-asked, unconditional warranty. If you're not getting this through your current supplier, you should start looking for a new one - now!
To summarize, if you work with a reputable vendor with a knowledgeable sales staff, you'll have peace of mind knowing that you will get the right headset equipment for your specific needs.