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Guidelines for choosing headsets

Guidelines for choosing headsets

Your agents are likely to be wearing a headset for much of their working day, so taking the time to select the most suitable headsets is worthwhile.

Headset features

  • Mono or stereo sound
    Mono (or monoaural) headsets have only one earpiece. The benefit of such a headset means that agents can hear what is going on around them. Stereo (or duo, or binaural) headsets have two earpieces. Stereo (or binaural, or duo) headsets might enable agents to focus better on calls; they can also be used to listen to music during a break!

  • Wired or wireless, or wired AND wireless
    Wired headsets receive audio directly through their cable while wireless headsets use a wireless connection—while the latter might seem convenient—no wires to get tangled up in!—the sound quality is not generally as good and connectivity can be unreliable. Wireless headsets also need charging.

  • Controls
    On-wire or -headset controls offer the agent a quick way to access mute and volume controls while on a call.

  • Quick connect-disconnect
    Quick connect-disconnect headsets enable agents to quickly leave and return to their desks without removing their headsets.

  • Noise cancelling
    Noise cancelling can apply to the ear phones, preventing the agent from hearing ambient noise, or to the microphone, preventing background noise being picked up by the mic.

  • Ear position