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Article : The Indispensable Metric: Customer Service Levels!

Over the years, companies have devised ways to measure just about everything that goes on in Contact Centers. Each little piece of data is considered important in its own way. But how do companies measure the levels of service they give?

Click here to learn more about this annual Best-of-the-Best Conference!

Les Torrance
Customer Support Centre Director
Sykes
United Kingdom

"Certainly they need to measure productivity measurements, SLA's, KPI's etc. However focus must also be given to key drivers of customer satisfaction: First Contact Resolution, No Faults Found, Agent empowerment"

About Sykes

Sykes is a provider of end-to-end customer care management solutions, providing CRM solutions for many companies in the technology, finance and communications industries, primarily large fortune 1000... (read more)
 
Arnold Miranda
Service Deliver Leader
FIS Global
India

"We can all agree that outsourcing for dollar arbitrage has ebbed. Typical performance levels can be termed as BAU and honestly there is not much to choose from between vendors, for example moving from vendor A to vendor B cannot assure a client increased customer satisfaction levels from the end customer.
Most BPO’s have been around long enough and some have been handling certain processes for so long that they have automatically become the experts. The key is to use this experience and make it count, with the help of leaders and SME’s from within the process, BPO’s can now play a more active part in identifying broken processes and restructuring. The goal is to improve efficiencies and improving customer satisfaction thus creating a very "real" benefit for the client. This of course may result in a reduction of FTE’s in some situations or even an investment from the vendor; however this is exactly where we need to have a paradigm shift. Contracts need to include a caveat where efficiencies can be shared or attached to a bonus to provide an incentive for the vendor as well resulting in a win-win situation
To conclude when looking at measurements, transformation is where the future is and this is what will distinguish one vendor from the other."

About FIS Global

BPO and ITO organization.
 
Mark Weingarten
Assistant Vice President Customer Service and Operations
ivci
United States

"Call centers need to survey their customers as much as possible and perform QA analysis on a regular basis to ensure service levels are top notch."

About ivci

IVCi provides services related to HD video conferencing system, state-of-the-art telepresence technology, an integrated audio visual solution, managed conferencing services, audio and Web conferencing... (read more)
 
Jennifer McLeod
VP of Business Development
Teleperformance Canada
Canada

"Through immediate feedback from the customer and through quality control channels internally"

About Teleperformance Canada

Teleperformance Canada offers four modes of outsourcing partnerships (outsourcing, co-sourcing, buy-out & facilities management) that enables you to find the most efficient framework while refocusing... (read more)
 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Friday, April 24, 2009

Printer Friendly Version Printer friendly version

2024 Buyers Guide Headsets

 
1.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

2.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing

3.) 
Headsets Connect

Since 1998, Headsets Connect has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

4.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

5.) 
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

7.) 
Leitner Headsets

Contact Center Headsets
Over one million North American businesses have purchased headsets from us in the past two decades – we understand headsets.

Leitner Headsets are the most durable contact center headsets backed by a 5 Year Warranty, giving you a best-in-class productivity tool that fits your needs (and your head). As the trusted experts, we make headsets simple to choose, and easy to use.

8.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

9.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
 

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