Headsets are like the comfort food of the call center industry. No matter what technology trends come and go, headsets continue to be an essential element of every call center.
2003 wasn't any different. We checked in with the major headset manufacturers to find out what their latest headsets and amplifiers have to offer. For the most part, the latest trend we're seeing is the ability for a manufacturer's headset to work with amplifiers from different vendors. This interoperability gives you the benefit of more choice without necessarily burning a hole through your budget. This is especially helpful when you're considering upgrading the headsets you already have.
And, if you're considering the possibility of VoIP in your future, many vendors are making that an easier option by offering USB adapters that let you plug your headsets directly into PCs.
There's also been a lot of buzz over wireless with many of the major headset manufacturers releasing versions of wireless headsets in the past year. For the most part, this still seems to be a trend mostly occurring in the enterprise space rather than call centers, but we take a look at this development in a sidebar on page 33.
So, read on to find out more about the latest headset news and if you're interested in finding out more about headsets that debuted before 2003, refer to our past January issues, which you can find on-line at www.callcentermagazine.com.
What's New
VXI (Rollinsford, NH) offers several new products. Its new sleek-looking Associate S3 Headset System is an all-in-one headset and amplifier.
The headset is convertible so agents can wear it in the more traditional over-the-head style or they can remove the headband and wear it over the ear. Although the headset wasn't available for us to test at press time, VXI says that it's easy to convert the headset without the need for any tools. The headset also includes a noise-canceling microphone and flexible boom that you can adjust to sit on the left or right. Agents have the option of either leatherette or foam ear cushions.
What we really like about the Associate S3 is the included compact amplifier, which includes a headset/handset switch and a jack for the AC power supply (see the photo on page 32). It also offers universal phone compatibility. As shown in the photo, the system's inline pendant lets agents control the volume and put calls on mute.
Agents also have the option of personalizing their headsets with three decorative color accents - available in silver, blue and yellow - that snap onto the inline pendant and amplifier.
The VXI Associate S3, which includes the headset and amplifier, costs $67.99.
VXI also plans to have its Passport Series Headsets ready this quarter. Passport headsets work with both VXI and GN Netcom amplifiers. VXI stresses the headset's tough construction, which the company says is made to specifically handle the physical stress placed on headsets in challenging call center environments. Passport headsets are available in monaural and binaural versions with noise canceling microphones. At press time, price data was not available.
Sennheiser (Old Lyme, CT) may be a new player in the market for call center headgear, but they've got ample experience with audio technology to make a splash in this crowded, some would say commoditized marketplace.
What's interesting about Sennheiser's models is that they decided, quite sensibly, not to reinvent the wheel when it comes to call centers. A bit of background: Sennheiser makes microphones and headsets for the professional audio user (e.g., Kid Rock, Shakira, and other rock stars) for use in studios and performance venues.
Instead of taking a radical new view of headsets for call centers (adding a series of never-before-seen features, for example), or seeking to untether the headset by making it wireless, Sennheiser concentrated on durability and solidity in putting their offerings in the marketplace.
In our office, we tried out the SH 330 monaural headset with the UI 740 amplifier. The sets themselves are rugged. They look like they're not going to fall apart after several months of continuous use. They've done a good job designing the seams where parts often break. The microphone boom, for example, can be manhandled without snapping off or losing its shape. Some parts are screwed together with small metal clasps, rather than simple plastic snaps.
You feel like you're holding a piece of fine workmanship in your hands instead of a flimsy piece of plastic. It is plastic, of course, but at least it doesn't feel cheap.
One cool benefit that Sennheiser pointed out to us was the ability to directly connect the SH 330 into the headset port on our NEC Dterm SeriesE phone sets, therefore bypassing the amplifier.
From our analysis, it looks like you are paying a premium of about 10% over similarly featured headsets from other vendors. If the appearance of quality translates into an actual durability advantage, then it is probably worth it.
Comfort Telecommunications (Cape Coral, FL) has partnered with Smith Corona to manufacture and distribute all headsets and accessories under the Smith Corona brand. The latest headset released from the company is the Aurora VT. The Aurora is a monaural headset that weighs only 2.0 oz. We like the fact that the microphone and ear piece pivot within the headband making it easier for agents to achieve a comfortable positioning.
Smith Corona has different quick disconnect cords available that ensure the Aurora to be compatible with any manufacturer's equipment. We were pleased when it worked well with the Sennheiser amplifier we were testing and also when we plugged it directly into our phone. The Aurora VT is available with a voice tube or noise-canceling microphone and costs $135.
