Hardware Technology

5 Things to Look for in Customer Service Headsets

Headsets are an essential piece of hardware for customer service. Here’s what you need to know.

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In your customer service call center, the calls take center stage. When your customers have a problem, they don’t want to call a customer service line that sounds like a zoo, or talk to an agent who can’t hear what they are saying. The right hardware can make customer service agents’ jobs a lot easier—and help them provide the experience your customers expect.

Here are 5 features to consider when shopping for new customer service headsets.

Connectivity: How do you need your customer service headsets to connect? If you’ll be plugging them into your phone system, consider your existing phone hardware, and find out what kind of connections are available. If your equipment is older, you may need a separate amplifier plugged in between the headset and phone. Many modern office phones have a dedicated headset jack, and some newer models even have a 2.5mm audio jack for connecting a headset. Alternatively, if your system is handling calls digitally, you may need headsets with a USB connection to connect to a desktop computer or laptop. Make sure you know how you’ll connect your headsets before you begin shopping around.

Answering the call: The best customer service headsets allow the user to answer a call directly, from the headset, without having to touch a handset or desk phone. Ideally, answering a call should be a one-button operation so agents can answer calls in a timely fashion and reduce the risk of accidental hang-ups. This may seem like a simple feature, but for agents who may take hundreds of calls in one shift, one-button answering is a lifesaver.

Sound quality: If your agents can’t hear your customers, they can’t provide top-notch service. High-quality sound and simple volume controls are two features that make it easier for agents to tune in to the conversation. Consider whether your agents need to have one ear open to listen to other sounds in your call center or if a two-ear headset would be best. If you choose to go the two-ear route, look for noise-canceling features that help block out the background noise of a busy call center.

Comfort and fit: Customer service agents come in all shapes and sizes, so the best headsets are adjustable to fit different people. Most likely, your agents will have to wear a headset for a few hours at a time, so comfort is key. But some headsets are not actually designed as “one size fits most.” Look for headsets with an adjustable headband and cushioned earphones, as well as an adjustable boom.

The wireless consideration: If your customer service agents need to move around while they talk to customers, it may be worthwhile to invest in wireless headsets. Bluetooth® headsets with great sound quality are now more affordable than ever, and ditching the cord means agents have more flexibility without the worry of getting tangled up. If you decide to explore wireless models, pay attention to battery life and range to make the best choice for your agents’ needs.

With these features in mind, you’ll be able to evaluate your headset options wisely and choose the best technology to support your customer service agents as they take care of the most valuable part of your business—your customers.