What is the general rule of thimb re providing new starts with brand new headsets? We currently have a mix - because of the cost we will use headsets of leavers for new starts having cleaned them first with wipes and only when we run out or when they break do we purchase new headsets. What do other Centres do?
HEADSET PROTOCOL
Call Centre Helper Forum » Call Centre Management
(9 posts)
Hi,
I dont know if this answers your question but there are companies who offer a repair and refurbishment service or refurbishment only for headsets and also supply refurbished headsets. This method is effective in regards to hygine and cost.
Keith
Posted 2 years ago
Most companies give new headsets to new employees. The better companies allow them to chose their choice of headset (one ear, two ears, over ear, in-ear etc).
If someone breaks their headset they are usually given a refurbished one.
Over a year the headset cost is a tiny fraction of the salary cost.
Posted 2 years ago
My call centre does exactly what Jonty mentioned. New starters get a brand new one, but if you break or lose yours, you'll have to have an old one with fresh sponges.
This actually acts as a pretty good deterrant and instances of loss or breakage are extremely low.
Posted 2 years ago
I cleanse the headsets with appropriate alcohol based cleaner and swap out the foam pads for the new user.
that's all you should need. and for god sake label them so someone else doesn't nick it or you'll never hear the end of it :o)
Matt
Posted 1 year ago
As most have stated already i adopt the policy of new head set for each new starter. Older headsets are cleaned and the ear foams re-placed for those who break the existing head sets. Also there are several companies who can repair broken headsets at a fraction of the cost so worth considering as they still come with 1 month warrenty.
Posted 1 year ago
I wouldn't ever use refurbished headsets - we don't support those companies with specs, parts etc so there's no guarantee they meet any acoustic shock or performance specifications when they are returned.
New headsets for new starters, new disposable items on old headsets for those who break or lose them.
As Jonty points out, other costs such as training, hiring are probably much bigger costs if you are getting a lot of agent turnover.
Richard
Plantronics
Posted 1 year ago
Im sorry Richard but I have to say that saying that you would never use second user headsets in one sentence and them advocate the use of the them for people who brake their 'new' headsets in the next breath makes no sence.
Second user headsets can save any company between 50 - 70% per headset bought and repairing broken headsets even more than that.
As a company we have both bought and supplied refurbished headsets and bought and supplied repairs of headsets and they are very cost effective as they came with 15 month warranty.
Of course they are not the same as buying a new headsets, anyone who rings my company would ALWAYS be advised to buy new headsets, (new Plantronics headsets at that as they are the best), but ONLY if they can afford it.
But the fact remains that buying refurbished or repairing headsets is a very good option for most companies from start up companies to those struggeling to keep afloat to the larger call centres that have boxes or draws full of broken headsets just doing nothing.
Obviously refurbished headsets and headset repairs impact on Plantronics sales, but this is an advise forum and I hope this post has come across as unbiased and as balanced as it was ment too.
Keith
Posted 1 year ago
Brand new for new starters, refurbed for old! Our staff are so protective over their headsets, that they actually lock them in their drawers at the end of the shift! Our hot deskers keep a basket in a cabinet for their items and kept complaining of them getting lost so have decorated theirs to stop other people using them!
Posted 1 year ago
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