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In Call Centers, Hearing is Everything

July 02, 2014

What is the most critical element within call center services to ensure customers receive the highest level of care? Is it the Interactive Voice Response (IVR) system that routes them to the right location? Is it the script put in place for the agent to read when they take the call? Is it the level of authority the agent has, to be able to resolve the customer’s issue? Or, is it the headset the agent is using to interact with the customer?

The headset is actually the primary point of contact between the agent and customer. If it fails to perform according to a higher standard, the call will not go well. A customer doesn’t want to repeat what they have already stated or strain to hear the agent on the call. Beyond that, having the right headset in place can deliver a variety of other benefits.

According to a recent post in IT Web, the right headset in use within call center services can also reduce call time. Crystal-clear communications and noise-cancelling technology reduce the amount of time the agent needs to spend on the call. Agents and customers converse more quickly through the call process. This allows agents to process more calls in the same amount of time, while still delivering a high level of care to each individual customer.

That higher level of care comes from not only the clear communications, but also by reducing the amount of time the customer needs to spend on the phone. Interacting with an agent in the call center is not necessarily a fun activity for most and reducing the amount of time it takes to reach resolution makes customers happy. Plus, any time an agent can avoid an unnecessary frustration for the customer is a good thing.

The right headset can also help agents to engage in productive multitasking. Wireless capabilities provide agents with greater freedom and the ability to reach resolution more quickly. Agents can avoid putting an already frustrated customer on hold while retrieving files and supervisors can move easily about the calling floor to help where needed, while still maintaining the ability to jump on a call with just a click. Customer satisfaction increases almost immediately when fast resolution is the priority.

The right quality headset in place within call center services can also provide agents with greater opportunity to grow revenue. Clear communications and rapid resolutions often mean there is time for greater customer engagement. This increases the potential to take more orders and upsell products and services. This also increases the level of service delivered, creates customer loyalty and drives retention.

From these examples alone, the headset holds a lot of power in call center services. Examine what your agents are currently using. If you’re not seeing these benefits internally, it may be time to upgrade your headsets.

Edited by Rory J. Thompson

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