Studies consistently show that consumers are willing to pay more for good customer service. And in today’s customer experience (CX) landscape, productivity hinges on more than just skill: it demands the right tools.
Whether remote or on-premise, providing agents with top-tier headsets and training them in proper usage and care is essential for delivering exceptional CXs and maintaining operational efficiency.
These devices have emerged as the unsung heroes of the trade. They not only ensure clear, professional communication, especially in noisy home environments, but they also drive down costs for contact centers while improving agent satisfaction.
With the correct technology and coaching in place, both remote as well as on-premise agents can remain productive and successful.
Here are three tips for supporting both types of environments.
1. Provide remote and on-premise agents with the same quality headsets
One of the biggest hurdles with remote agents is loud home environments. Remote work often means an endless cacophony from kids, traffic, ACs or fans, dogs and other animals, outdoor workers, and a million other random bursts of noise. Sounds that would not leave a professional impression on a customer seeking agent support.
To mitigate this, it’s crucial to provide all remote agents with the same technology that you would if they were working in the call center. And the most critical piece of hardware is headsets with environmental noise cancellation so powerful that no matter what is going on around the agents, the customers will only hear their voices.
While there is much debate around the use of artificial intelligence (AI) technology in business, one area where it shines is noise cancellation.
One of the biggest hurdles with remote agents is loud home environments.
Today there are headsets leveraging AI noise reduction within the microphones (mics). These perform so well it eliminates the need for contact centers to pay for noise-cancelling software licenses, which are designed to work in conjunction with an agent’s hardware to improve the audio quality of calls for customers.
This advanced AI-using technology offers significant cost savings to call centers. These lower operating costs can, in turn, provide more budget for training programs and streamline IT departments’ workflow, all from a single headset with the right technology.
2. How best to choose and supply headsets
The most critical element of choosing agent headsets is ensuring the best performance in any environment. Whether it’s a well-designed facility with superior acoustics, an open-air office with tall ceilings or concrete floors, or remote work, they bring with them the possibility for a wide range of uncontrollable sounds.
Standardize on a model that meets the needs of both environments, with a focus on advanced noise cancellation, reliable audio quality, and broad device compatibility. This standardization of equipment gives IT departments familiarity with devices, enabling more seamless setup as well as easier troubleshooting if something isn’t working properly.
Also, keep in mind the happiness and comfort of each agent. It is well documented that happier employees are more productive. And a huge component of agent retention is ensuring they are properly trained so they can enjoy their work, while also having tools they like.
With that in mind, choose headsets that will be comfortable and frustration-free for agents to use (more about this in the third tip).
Once you have selected the preferred vendor and headset model, you can opt to supply the headsets directly to agents or enable agents to purchase individually from a set of approved models on Amazon or another eCommerce platform.
3. Teach agents how to properly use and care for their headsets
While it might seem obvious, teaching proper usage and care techniques for agents’ headsets is critical to the functionality and longevity of the product: and for agents’ performance and productivity. So, it is vital to incorporate these instructions into the first part of an agent’s training to ensure everything is working properly.
Here are the components of headset training. The first, and one of the most critical is fit, with agents wearing their headsets for upwards of eight hours a day.
Start with the mic. Comfort is subjective, but proper mic placement is critical to quality audio.
- Ensure agents place the mic in front of their mouth, but not so close that it captures breathing. This is approximately one to two finger widths from the corner of the mouth.
- Don’t place the mic straight out, as this is too far for optimal performance.
- Never cover the mic with anything, including hands, as this will cause the audio to sound distorted.
Ensuring agents comply with these usage best practices is a simple way to improve the experience for agents and customers.
Second, taking a few minutes to properly clean the headset is an effective way to extend the life cycle of the product. Cleaning techniques will depend on earcup material, as foam is not as easily cleaned as leatherette, but it is easily replaceable. Foam components should be replaced about every six months, or when they appear worn or dirty.
To clean leatherette, use a mild cleaner or alcohol-free wipe (such as those used for cleaning glasses) to gently wipe down the earcups. This can also be used to clean the plastic components.
...choose headsets that will be comfortable and frustration-free for agents to use...
Third, be gentle on common stress points. There’s no question that call center headsets take a beating. They are frequently plugged in and out of devices, headbands are regularly adjusted, microphones are moved for optimal placement, and cords are constantly shifted to be out of the way.
So, be gentle when making any adjustments and don’t twist or curl the cords, an often-subconscious habit that can quickly deteriorate the wires inside, leading to performance issues.
Teaching these techniques from the start will ensure agents form good technology usage and care habits.
Investing in high-quality headsets and comprehensive training is about more than improving call quality, it’s about empowering agents to succeed from any environment. From reducing noise disruptions in any workspace, to enhancing comfort and performance on-premise, the right headset can transform how agents connect with customers.
By standardizing technology, prioritizing agent wellbeing, and promoting proper care practices, contact centers can reduce operational costs, boost employee satisfaction and productivity, and deliver exceptional CXs.
By equipping agents with the best equipment and knowledge of how to care for that equipment, call centers can create a workforce ready to thrive in any environment.