73 percent of contact center managers surveyed rated quality headsets as the number one factor for creating a satisfactory work environment.
Contact centers can be noisy places to work. The sound and disruptions from the many calls taking place at the same time can result in missed sales opportunities, misunderstandings and reduced productivity, according to a study conducted by Jabra and analyst firm Frost & Sullivan.
“One of the most reported issues by contact center managers is the distracting in-office noise disturbances that prevent agents from having good and clear conversations with their customers,” said Kelly Myers, senior director of marketing, Jabra North America.
“Our headset solutions not only allow contact center employees to clearly communicate with customers, but they also provide the freedom to focus on the task at hand and therefore increase productivity,” Myers added.
Distracting sounds that break the concentration of a contact center agent are an issue within both outbound and inbound contact centers.
91 percent of the contact center managers participated in the survey actively reduces sound disturbances by removing background noise caused by loud coffee machines or copiers away from the active work area and by laying carpets over wooden floors. 89 percent are working on improving the sound quality of the actual conversations.
Reducing background noise is especially crucial for large contact centers with 500 or more agents.
95 percent of these managers were acutely aware of sound disturbances and, in addition to helping reduce the background noise, have chosen to implement headsets with noise cancellation features in order to optimize the sound quality of conversations.
“As our survey shows, the noise cancellation features of a quality headset are top of mind with contact center managers across the world. The added values of call clarity and reduced sound disturbance will eventually lead to improved customer conversations, greater productivity, fewer distractions, and compliance with noise-at-work regulations,” said Brendan Read, industry analyst, Frost & Sullivan.