Wearing the Headset

Comfort. Because employees wear headsets for such extended periods of time, user comfort is paramount. Light weight is key in headset comfort (headsets as light as 1/2 ounce are available) as is overall ergo dynamic design.

If the requirements of your call center do not preclude a specific wearing style, you may choose a headset that offers multiple wearing style options (i.e., earloop, earhook and headband). Earhooks/earloops tend to be favored by people who wear glasses. Headbands should be fully adjustable, with a click stop feature that ensures that the headset doesn't move around on the user's head.

While many headsets feature fixed booms, many others offer flexible booms for add comfort, durability, and premium sound quality. Not only do flexible booms provide a more customized fit, the fact that they can be positioned closer to the user's mouth enhances sound quality while heightening call privacy.

An important but sometimes overlooked feature is the feel of the ear cushions. While most feel soft to the touch, they may not hold up to everyday usage. Test wear those headsets you are considering for purchase to ensure you get the sound quality, fit and comfort your employees deserve.

Finally, for flexibility, you may want the option of a wireless headset, which offers the call center supervisor the opportunity to move about freely and monitor activity. In some cases, such as trucking and messenger services, the users themselves, not just the supervisor, require the mobility of a wireless headset.

Durability. The wear and tear on your headsets may not be entirely predictable, but remember that employees are wearing and adjusting them for up to eight hours per day. Inevitably, headsets are also getting knocked against the table or desk where your employees work. When a headset breaks, the employee-- and his or her position -- are down. Minutes can lead to hours. Lost time not only equals lost revenue but an also lead to customer dissatisfaction. To prevent headset breakage, invest in headsets that are durable and are built to take everyday wear and tear.

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