With the emergence of Voice over Internet Protocol (VoIP) as the definitive alternative to regular telephone service, a host of small to medium sized businesses, big corporations, and long-standing institutions are beginning to integrate VOIP to most if not all of their call center communication processes. There is a significant amount of money being saved by using the existing convergent technology instead of the old legacy telephony answering services. This is especially true in the call center business, since cost is one of the primary driving forces in the call center industry’s health and continuance.
The concurrent development of headsets for VOIP communication was expected, and because of this, a host of headset providers are scrambling to get a share of the call center market. What makes this tool very important is its ability to enable a call center virtual assistant to multi-task and use both hands when accessing the necessary call center applications for the job. It is then most naturally important too to have a cost-efficient but reliable headset piece for your call center operations.
In call center industry VOIP communication, instead of placing calls over the normal plain old telephone system (POTS), the Internet is used. A computer is hooked up to a soft phone client (Skype, Ineen, SIP, etc.) to make and receive calls. Different types of headsets are available: there are wideband for VOIP to VOIP calls and hi-fi headsets that offer greater frequency range. Two types of headsets are more commonly used though: the 3.5 mm headsets, and the plug-and-play USB headsets which offer easier configuration and connectivity.
When hunting for a headset to use in your call center operations, there are numerous things to consider. How you would connect the headset to your soft phone software, for example. The most common method for this is to use an intermediate amplifier, where a basic headset connects to a device that allows the virtual assistant to adjust both transmitted and received audio volume, toggle from different lines to another, and other telephone functions. Wearing style should also be considered. Would you prefer an over-the-head type where a headband crosses over the top of the head and supports both the earpiece and the microphone, a plain ear hook for supporting the entire thing, or a convertible one which allows the user to switch from one wearing style to another? Even the simple decision of determining whether to use a monaural (one ear only) headset or a binaural (both ears) one depends on a variety of factors, which includes environmental noise, co-worker interaction, multi-tasking requirements, etc.
Call center companies usually consider the following things as the more important factors when choosing which USB headsets they should use:
• Noise Cancellation
Corded hands-free headsets offer the best quality in terms of noise cancellation and audio security. This is extremely important in phone conversations where everything is dependent on auditory communication.
• Microphone Quality and Functionality
Call center virtual assistants should be comfortable to speak in a whisper-y volume but still be understood clearly so as not to disturb their co-workers or resort to speaking loudly. They should also have the ability to put the mic on mute in case of background noise.
• QD Connection
The universal Quick Disconnect (QD) connector is now considered standard in call centers worldwide, since it allows virtual assistants to easily connect/disconnect to an available phone station. Scheduled turnovers are more efficient, and the ability to pull out agents for coaching or immediate assistance becomes easy. QD is also compatible with most call center infrastructures and processes even for those who only have proprietary sockets for use with headsets manufactured only by the same company.
• User Comfort
Headsets should be comfortable to wear for an entire shift or longer, since the virtual assistant wears the headset for more than 7 hours a day. It is also proper to consider that they have an external earpiece instead of an inner one, to prevent bacteria from building up inside the ear and possibly even damage hearing if the audio is too loud.
• Price and Value
Budget is definitely a factor when choosing headsets for call centers, as well as availability. Most of the good brands are available at major stores or have stocks with the big suppliers. The wide range of prices allows your company to purchase headsets that are perfectly-suited to your needs.
Plantronics has been the unquestioned leader in call center headset design, manufacture, and marketing for a long time now, with the company being able to address all the important factors in call center headset choice. On the other hand, Dasan call center headsets are slowly gaining ground in market share because of their expanding product choices, dependability, and very competitive pricing. Dasan also has a unique business model in that they sell directly to either resellers or other headset manufacturers as an OEM. Both of these manufacturers’ USB headsets are of good quality and should be any call center’s choice, depending on their needs and resources.
Tags: call center, outsourcing, Philippines call center, Voice over Internet Protocol, VoIP
