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Headset Choice

When it comes to headsets there is a saying that we use “a cheap headset can be pretty expensive.” Many times the purchasing manager who is not even on the contact center floor is making the decision for headset purchases. They take recommendations from the call center managers, but when it boils down to it they look at the headset price to purchase. When you measure that over a few year period the headset price is only 50% of the total expenses that the call centers will incur. So, don’t just focus on purchase price, even though it is still very important, and measure the total cost of ownership. You need to know if the headsets will be durable enough, and determine how fast you can get the units turned around. - Joe McGrogan, Business To Business Channel Marketing, Plantronics

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TIPS

1. Ask them how you can improve the working environment
2. Ask how you can improve service to customers
3. Say thank you whenever you have an opportunity
4. Get to know every agent by first name and say hello to them when you see them
5. Praise g... Read More...

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1. Include them in the selection process for furniture etc.
2. Allow good performers first choice at rota selection
3. Put in place a recognition scheme
4. Share results with them – not just ACD stats but also sales results and company performance... Read More...

May 28, 2020 5:00 AM
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