Call Centre Phones - wireless or not??

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(4 posts)

Does anyone have any thoughts/opinions/evidence or whether performance management can be improved for the agents within the outbound call centre environment if their headsets are wireless? What is the future?

Posted 1 year ago

Jo Hardy

My own thoughts are that the quality is still not consistent enough with this technology to make it worth while in a busy contact centre - for our own staff, they don't have any need to be mobile whilst on a call. Also the wired headsets don't need any recharging, and don't have any battery to cause problems....

For us, the benefit is nil, from what I can see.

It'd be interesting to hear what others think tho?

Posted 1 year ago

nbrady

Would agree with Jo, however really depends on the nature of activity. If you expect the agent to sit a take calls all day then no.

However if the agent needs to be mobile to deal with the customer enquiry then maybe but worth doing a cost V benefit excercise.

The range on most is not great, there are however other options offered using hosted voice over IP soltions that maybe better where you are able to skip the call between headset and mobile/mobile handset without the calling party knowing.

Really does depend on your need.

Neil

Posted 1 year ago

Jason

My team have wireless head sets they look great and work well. I dont think they would be practical in a normal contact centre enviroment though as the batteries run down and the headsets have to be returned to their docking stations on a regular basis.

I would way up the bonus's of having them, then make sure if you want the headsets get them on trail for a few weeks and see how long the batteries last.

Call Centre Phones - wireless or not??

Call Centre Helper Forum » Call Centre Life

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