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Headset Review
March 2005
Today,
nearly all call centers require agents to use headsets.
The reasons are numerous, including reducing back and neck strain,
keeping hands free for computer work, and cutting down on background noise.
Some call centers provide a personal headset, at no charge, to each agent
upon hire. Other centers require
agents to buy their own headset, either one specified and provided by management
or one of the employees' choosing from an approved list.
A third approach is to give agents a headset, but make them be
responsible for all repairs and replacements.
There
are many of headset vendors from which to choose.
Headsets can often be purchased directly from the manufacturer, as well
as from their dealer network and distributors.
Many distributors carry multiple lines, thereby offering greater options
and more variety.
When
selecting a headset there are several items to consider:
-
Acceptance:
If the agents are not supportive of the headset model selected, the amount
of fallout generated can quickly escalate into a major management problem.
-
Reparability:
All headsets will eventually break; can they be easily, quickly, and
cost-effectively repaired?
-
Warranty:
How long is the warranty, what is covered, and when will replacements be
provided?
-
Customer
support:
How accessible is the provider?
-
Price:
Cost is the least important consideration; buying on price alone is a false
economy and could easily be the most costly solution in the end.
To
find the right headset for your call center, here are some key providers to
consider:
Headset Manufacturers
Acoustical
Innovations
800-747-9615
Dowumi
Corp.
630-629-1897
Hello
Direct
800-435-5634
JABRA
Corporation
630-
568-7900
Plantronics
800-544-4660
Sennheiser
Communications
860-434-9190
Starkey
Earborne
800-262-8611
VXI
Corporation, Inc.
800-742-8588
Headset Resellers
Creative Switching Designs Inc.
800-571-0911
Fontel Inc.
800-238-0787
Founder's
Telecom
800-333-0020
Headset
Zone
800-533-4014
Headsets.com
800-432-3738
Phonemaster
Communications, Inc.
800-339-4588
Sencommunications,
Inc.
800-654-2993
SpeechControl
914-302-6558
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