You’ve got a customer on the phone. You’re helping them troubleshoot something with your product or service. They’re just getting to the part where they tell you what’s going wrong when …
Static. Your headset fizzes out.
“What was that? Sorry, I still can’t hear you. … What about now? Oh, you can hear my colleagues? Let me dip into another room—oops, the call is dead. I’ve lost the connection.”
It’s every customer service agent’s worst nightmare, right? It happens way too often and is something nobody likes to admit. Nothing says unprofessional like playing the “can you hear me now” game with clients. You want to eliminate any small road bumps that will prevent you from having a positive experience with paying or potential customers. Tech issues can be totally in your control if you make wise choices on the front end.
Hands-free communication is vital when it comes to customer service. Messing with a landline phone while trying to look up customer information and solve problems is only going to slow you down and frustrate your customers. That means having the right headset is an important part of building up your customer service efforts.
Many customer service teams are leaning toward wireless headsets, and it’s no surprise why. Wireless headsets allow your agents to move about as they need to—meaning there will be fewer instances of putting customers on hold while they run off to check something. Wireless headsets allow customer service agents to serve customers in a more relaxed, efficient way. But as with all wireless technology, it’s important to remember that solid connections may be a bit of an investment. Furthermore, depending on the level of technology involved in a wireless headset, your connection may start to fizzle; cords are much more reliable in terms of sound clarity, even with the many advancements made in technology in recent years.
There are hundreds of headsets on the market, and while most of them would work for customer service, there are a few that really stand out as top-notch selections. Don’t be afraid of investing upfront in your customer service technology—a payment now may mean more payments later as customers continue to trust you. Here are the five best headsets for customer service.
Plantronics Savi 8210
The Plantronics Savi 8210 is a single-eared wireless headset. Why does this matter? Because it allows agents to keep an open ear. In a busy work environment, it may behoove customer service agents to be able to keep one ear on a phone call and one ear out and about. If agents frequently need to be discussing things among one another, a single-eared headset is a great choice. This headset also has a noise-canceling microphone, meaning that although you may have a free ear, your customer isn’t hearing the chatter going on around you.
Jabra Pro 930
The Jabra Pro 930 has either a duo or a mono headset option. With 12 hours of battery life, this headset allows agents to take calls up to almost 400 feet away from their desk. If your agents are frequently moving around the office or away from their desks, the Jabra Pro 930 may be a great fit. It’s also incredibly lightweight, so agents can wear the headset for an extensive period of time without headaches. The plastic build isn’t the comfiest, but it’s flexible and light enough to make a difference.
Plantronics Voyager Legend
The Plantronics Voyager Legend is a wireless microphone at an affordable price—however, it only allows a short range. That being said, it’s still a great value for the cost and has voice recognition and smart sensor technology, which will automatically route your audio where you need it to go. It allows you to easily answer the phone by putting on the headphones instead of forcing you to mess with a ton of buttons or technology. The Plantronics Voyager Legend is a high-tech piece of equipment that’s easy to use and will pass the test of time.
The Koss CS100 is not a wireless option, but if that isn’t a deal breaker for you, it’s a great headset. Koss has extremely high-quality headphones and specializes in high noise sensitivity, allowing your customers to focus on the call instead of the buzz around you. The headphones are also particularly comfortable—the ear pads rotate 30 degrees and are perfect for long-term wear.
Sennheiser CC 550 IP
Sennheiser headsets are known for their high audio quality and precision sound. This headset is no exception. The extra-large ear pads distribute pressure and allow comfort for long-term wear, and the sound quality can’t be beat. If you’re often having technical conversations with customers, a Sennheiser product will likely be a good fit—you’ll be able to easily hear every nuance of what the client is saying. This is another USB-connected headset, not a wireless pair, but it could be a great fit for a company where agents aren’t frequently getting up and walking around.
Still Can’t Decide?
If you’re having a hard time deciding on a headset for your agents, here are a few factors to consider.
- Budget: Headsets run on a wide budget range. Take a look at what you can afford per agent. Headsets can run hundreds of dollars or as low as $11 per set. That’s a lot of wiggle room to work with.
- Warranty: If you do have issues with a headset, what are your warranty options? Will you be able to easily get replacements? If you try out a headset and it isn’t working well for you, what are your options in terms of returns or trading it in?
- Reviews: Always extensively check the reviews of a tech product before buying it. Oftentimes, they’ll mention the customer service. Just like you’re trying to provide world-class customer service, your headset provider should be, as well! You want to work with a company that cares about its customers and will be quick to respond to any questions.