Best Headsets for Call Center Agents

Why choosing the right headset is important for your call center

Have you ever called customer support and had to repeat yourself multiple times because the call center agent isn’t able to hear you? It can be quite frustrating. That’s why you should provide your agents with reliable headsets. Not only will it make their work far easier, but it also improves customer satisfaction.

Call quality is everything in a call center. Your agents might be the best, but if they can’t make themselves heard they will struggle. By getting the right headphones for your call center, you can count on crystal-clear audio that will make calls go smoothly. In other words, since the customer and agent can clearly understand each other, the time spent solving the issue will be reduced tremendously. Consequently, your call center productivity will increase as your agents will be less stressed when answering customers.

What to consider before buying call center headphones

When investing in a set of headphones for your call center, there are several factors that you need to consider. The very first thing you need to think about is the workplace environment. More specifically, how noisy can your call center get. You need to keep ergonomics in mind too, as agents will be using the headsets for an extensive period of time. Finally, you also want to make sure they’re durable. Although cheap headsets may seem perfect for companies with stricter budgets, buying them will backfire when you need to replace them within a few months.

Most important headphone features

Like every other piece of hardware, the more features your headset has, the more expensive it becomes. That’s why it’s essential to understand what features you really need, so you can get a headset that meets your expectations without being too expensive.

Call centers are known for being noisy. So, headsets that conceal background noise are essential, as they allow agents to understand what customers are saying on the other side of the line. Additionally, the headset should be comfortable, as agents will be using it for long periods of time. Consequently, make sure they’re adjustable and come with padded cuffs.

If your agents need mobility, then you probably want to get a wireless headset. In this case, you should pay close attention to whether they work with Bluetooth and if they cover the necessary range.

Wireless vs wired headsets

Both wired and wireless headsets come with advantages and drawbacks – which device is best for you depends on your call center needs.

Wired headsets are more affordable and provide better sound quality. However, the cable can be a problem as your agents won’t have much freedom to move while on call – the wire can get tangled easily, and the cable connectivity may stop working properly after extensive use.

On the other hand, wireless headphones are more practical. Agents can get up while on call or answer customer requests on the go. Plus, they come with some added features, such as water resistance. Unfortunately, they’re not cheap, and you’ll have to keep track of the device’s battery.

In short, if call center agents are going to be stationary, wired headsets are the most competitive option. But if mobility is essential for your call center to operate at 100%, investing in wireless headsets is worthwhile.

On-premise vs virtual call center

On-premise call centers are becoming a thing of the past. It’s easy to understand why – virtual call centers are far more affordable and offer additional flexibility. Agents can even work from home and still provide seamless support. Of course, this industry shift impacts various factors, including which headsets to use.

For example, if call center agents are working from home, they’ll probably be in a calmer environment where there’s not much background noise – so you don’t need to think about noise reduction as much. This opens up your budget for other (more advanced) features, such as cordless hardware with a wide connection range, water resistance, and more. Bear in mind that ergonomics continues to play a vital factor when choosing headsets, as agents will continue to use them for long periods of time.

Finally, you’ll need to pay closer attention to security. Hackers can use anything that isn’t adequately protected as a way to enter your system, and that includes wireless headphones. So, consider options that come with the security tools required to block anyone who tries to eavesdrop on your agents’ conversations.