Wireless headsets have a lot going for them – they offer agents greater mobility, there is lesser cable clutter, and the risk of damage due to cable tug is lower. However, wireless contact centre headsets are also more expensive than their wired counterparts and not all battery lives stand up to long hours of use.
If you consider agent preferences, studies indicate that they probably want wireless headsets as part of the next equipment overhaul. A consumer survey found that 59% of users are still stuck on wired headphones, but a whopping 78.5% want their next purchase to be a wireless variant. But does this mean that you should go the extra mile and invest in wireless headsets for your contact centre, prioritising emerging agent demands over cost efficiency?
Here are four questions to help you decide.
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Does the agent have a supervisory, SME-related or collaborative role?
Contact centre supervisors, subject matter experts, and agents in collaborative roles have to move around a contact centre floor, talking to their colleagues as they interact with different customers. For these agent segments, wireless headsets are a business essential. Even if an agent does collaborative work for 30% of their productivity hours, it is a good idea to invest in wireless to prevent inconvenience or duplicated expenses.
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Is the agent working from home?
WFH agents can gain more from mobility, as they can walk around their home while attending the calls without disturbing their colleagues. In fact, the ability to stretch one’s legs and gain from a quick change of scenery (say from the study to the terrace) significantly improves the agent experience. If you are operating a small, specialised WFH agent team, consider providing wireless headsets.