|
|
10 Tips to Get the Best Headset Money Can Buy
Your business relies on clear, effective communications with
your customers, and the headset is the most important link
between your agents and your customers. Selecting
phone headsets, and
a headset company, is an important decision for your business.
Plantronics has more than 40 years of experience providing
headsets for call centers. We understand the process, from
initial evaluation and purchase, through inventory management to
service and support. To assist you in the process, we've
developed the following guidelines to consider when purchasing
headsets.
Noise level Determine your call center's noise level
so you can select the appropriate headsets. Investing in
features that you may not need, or skimping on those you do, can
leave you with headsets that don't function well in your
particular call center environment.
Know your vendor. Consider your headset vendor as you
would any other critical business partner - Do they have the
necessary experience? Do they understand call centers? Can they
support you throughout the sales and support process? Are they
financially stable for the long term?
Product range. Does the vendor of choice offer a full
range of products? Comfortable agents are productive agents, and
there are many headset styles to meet individual needs - it's
never a "one size fits all" situation. To increase agent
productivity and monitor customer satisfaction, choose a vendor
that has a cordless option for coaches or supervisors to move
freely from agent to agent.
One supplier. Consider standardizing on one headset
manufacturer and supplier. When developing a call center, or
looking to update your inventory, identify one solid supply
chain that can meet all your needs. This will lower your
transaction costs which can lower your overall cost of
ownership.
Inventory management. Be thorough in considering
inventory management. Where are you going to store and how do
you keep track of your headset inventory? Identify a vendor that
offers inventory management solutions.
Process management. Who will manage your headsets?
Assign a specialist or office manager who can own the process
and start to implement procedures. Having headset procedures and
systems in place will save you time and money.
Sales and support. Think about how your headsets will
be serviced post-sale. Make sure that you identify a headset
supply chain that will provide you 24-hour support. Having
headsets work around the clock is crucial. Without headsets,
agents don't answer calls, and sales don't get made.
Agent training. Remember that agents need training on
how to use, care for and maintain headsets. Trained agents will
protect your headset investment. Some vendors provide onsite
training, computer-based training, training videos and
interactive tutorials.
Cost of ownership. Analyze your headset expenses over
a two-to-four year period, not just the up-front purchase price.
The purchase price accounts for only half of the costs over
time. Repairs, spare parts, shrink, mismanaged inventories and
warranties comprise the remainder of the expenses. Identify all
costs up front so you have a complete picture of your financial
investment.
The sound of the future. Consider if your
manufacturer is continuing to invest R&D dollars in the call
center. The headset is the last link between agents and
customers; it should provide superior sound quality, fit,
comfort and stability, allowing agents to focus on calls and
close sales - not bother with inadequate headsets. |
|
|
