Call Center Week just ended and while several coworkers and our partners are making their way back from the CCW Conference and Expo in Vegas –all week, I’ve been here in CDW’s open-concept office, a veritable call center, itself.
Imagine working in an office where engaging the customer is all that matters. Now open your eyes to reality. In today’s workplace, many employers will add meditation and yoga rooms for tranquil breaks, but they’ve lost focus on the primary goal because today’s call center employees can’t find a private room for a quiet conversation with a client. Lowered walls, smaller, shared desks and huddle spaces without doors magnify the cacophony of shrilled ringing at desk phones and now computers, tablets, cell phones and video devices (thanks to collaboration applications allowing the transfer of calls); not to mention the competitive cheers and boos made during a ping pong game off in the distance.
Customers expect a clear, noise-free conversation to give them the feeling of exclusivity. They want to know they are being heard, that they have your focus and their needs will be met. They aren’t the only ones who want to be understood. Call center employees want to be able to efficiently help the customer and meet their daily metrics. Because, after all, their livelihoods depend on it.
In fact, 73 percent of contact center managers ranked having quality headsets as the most important factor in creating a satisfactory work environment, according to a 2011 survey of 250 contact center managers in Great Britain, France, the U.S., China and India conducted by Jabra and the analysis institute, Frost & Sullivan.
So, it’s not too surprising that noise-canceling headsets are some of the most sought-after tools for a call center. No company wants their customers to know that a recent office renovation took three feet of desk space, as well as two feet of wall space from each associate…but the customer will know. How? The customer will hear garbled snippets of three other conversations coming through your employee’s headset while they try to ask a question, make a purchase, transfer money or provide information for a claim.
What Will the Customer Hear? Your Perfectly Crafted Pitch.
To make sure the customers can hear you well despite the noise, it’s a good idea to invest in a headset with noise-canceling microphones, which filter out the noise and make sure that only the voice of the wearer is transmitted. Many of my peers use Jabra’s noise-canceling headsets but the key is to use one that you feel comfortable with and one that gives you and your customer the ideal experience you each expect.
What Will My Call Center Employees Hear? An Engaged Customer.
Noise-canceling headsets for call centers are specially designed to deliver clear, intelligible audio either way. It’s equally important for call center employees to be able to focus on the conversation instead of being distracted by loud noises. To obtain great, ambient noise reducing sound in the agent’s ears, look for an “air shock” noise-canceling mic that filters out sharp breathing sounds and popping noises often heard in conversations.
Customer experience equates with your brand. You can’t afford to have your call center agents struggling to hear your customers or your customers distracted by background noise. Take time to identify the right headset for your call center team, one that will give your customers the experience they deserve and achieve the business goals you require.
To assist in choosing the right collaboration services for your business, sign up for a free consultation by CDW’s team of experts.
Lastly, for even more on collaboration trends, check out BizTech Magazine for the latest and greatest.
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