As the primary point of contact between agents and customers, the headset is the highest ranking contributor to great customer service; the ultimate goal of a successful Call Centre.
Reduced Call Time
Offering crystal clear communication, a noise-cancelling headset actively reduces agent call time by improving call clarity where agents and customers converse ‘quicker’ without external noise distractions. This helps reduce listener fatigue and the need to repeat information. Agents are now able to curb the length of individual customer calls, and as a result they are able to process more calls in the same timeframe.
Improved Customer Service
Reducing agent call time positively impacts customer service by lowering the time customers wait in queues and spend on the phone. The goal of the customer is to speak to an agent as quickly as possible and resolve the call with minimal delay. Being able to clearly hear the Call Centre agent eliminates repeating information, avoids unnecessary frustrations and aids in customer satisfaction.
Wireless headsets give agents greater freedom and the ability to achieve greater customer satisfaction through quicker issue resolution. Instead of being desk bound and needing to place irate customers on hold, agents are now able to multi-task by continuing with the call while retrieving vital client files from across the office. Providing first time resolution to customer calls improves productivity and customer satisfaction. For supervisors, being able to roam the office and interact with agents, while remaining contactable, also helps to improve the overall contact centre operation.
Enhanced Revenue Opportunities
Enabling agents to handle more customer calls can provide greater opportunity to grow revenue. For example, increasing customer engagement means increasing the potential to take more orders as well as upselling products & services. Furthermore, delivering superior customer service helps to create customer loyalty, resulting in customer retention and repeat business.
Best Technology for the Job
As a general rule Call Centre agents benefit from duo headsets where this design, sporting both a left and right ear piece, directs the ears to listen and cuts out more background noise therefore encouraging agents to concentrate pointedly on the customer conversation, and clear the path to swift issue resolution. The mono headset is often more beneficial for supervisors and managers where the wearer to able to have one ear free to pick up on office conversations, while the other is able to focus on calls they may receive.