After spending thousands and thousands of dollars setting up your site, switch technology, computers, furniture and employee training, the last thing you want to do is buy headsets that won't put it all to the best possible use.  A little advance planning can put you at a competitive advantage from the day your call center opens.

Issues to Consider:

Ergonomics - How will employees use their headsets?  Do they need to be able to move away from their desks or switch easily between handset and headset modes?

Durability - Headsets that are used daily will see a fair amount of abuse including being run over by chairs, dropped on the floor or shoved in a drawer.  Is the headset going to be able to handle it?

Comfort - An uncomfortable headset is likely to be adjusted over and over again, which can lead to damage.  Look for swiveling ear cushions and convertible models if this is a concern.  Consider offering more than one option and allow the agents to choose the one that feels right for them.

Wireless options - If some of your employees need to be able to talk on the move, consider wireless headsets for use in the office.  Some headsets offer a range of up to 300 feet. The newer versions even offer Bluetooth technology for easy pairing of office and mobile phones for truly portable communication.

Customize Your Options:

Noise Reduction - Try a noise canceling microphone or headsets with ear cushions for the lowest noise interference.  If your call center has a sound-reducing floor plan, sound dampening material or other modifications, noise reduction may not be an issue.  An omni-directional or voice tube microphone delivers high quality, clear sound even when not in the ideal position, but may not be the right choice for noisy work environments.

Over-the-head, over-the-ear or convertible - Largely a matter of personal choice, wearing style is an important consideration. Companies anticipating high turnover may wish to consider a convertible headset which allows users to switch between over-the-head or over-the-ear.  For best results, find out which your agents prefer.

Monaural or binaural - Over-the-head models cover one or both ears.  Monaural headsets allow agents to hear feedback from supervisors while still on a call, while binaural headsets allow the agent to concentrate more fully on the call in progress.

Anticipate Repairs:

Carefully examine your supplier's repair and replacement policies.  Most new headsets will be covered by the manufacturer's warranty (usually 2 years).  Many suppliers will provide advance replacements, sending a working headset to your location before the broken units are received.  Keep a few extra headsets on hand.  Clean or replace items such as foam microphone covers, voice tubes and earpieces at least every six months for the best quality of transmission.  Have extra replaceable parts available for quick fixes.

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