BenchmarkPortal finds there is much more money at stake when headset management is neglected than busy call center leaders might realize.Santa Maria, CA (March 15, 2005) - Effective headset management at call centers is an often-overlooked endeavor that will not only result in improved agent job satisfaction and increased customer satisfaction-but in cost savings worth pursuing. This is according to "Best Practices in Headset Management in Call Centers," recently released research from BenchmarkPortal, a leading source of CRM best practices for contact centers. Conducted in February 2005, this research was sponsored by Plantronics, recognized as the world leader in communications headsets. BenchmarkPortal's research was based on two separate, but related, surveys that used consistent criteria to collect headset management practices information. The first survey focused on gathering data on the call center itself; the headset brand and model used in the center; headset selection and purchasing criteria; service management; storage and logistics management; and the level of satisfaction with the brand and distributor. The second survey focused specifically on headset selection criteria and headset budget matters. Using data gathered through the surveys, Best Practices in Headset Management in Call Centers reviews:
- centralized accountability for headset management
- the headset selection process
- budgeting for the purchase and repair of headsets
- agent training in headset usage, care, and hygiene
- theft deterrence
The report finds that although many call center agents are satisfied with their current headset technology, only slightly more than one-third of the centers are using current technologies like USB and Bluetooth while less than one half of centers that use wireless headsets. BenchmarkPortal also found there is a lack of training in proper use and storage of headsets. What this all adds up to is a clarion call for today's call center leaders: Don't ignore the importance of something too easy to take for granted-headsets. More specifically, effective headset management systems. Consider the reading of this Best Practice Report the first step you take to better manage this invaluable resource. "The equipment used by call center agents-particularly headsets-has a greater impact on productivity than is sometimes acknowledged by busy call center leaders. To reduce after call work time and increase Return on Investment in their call centers, leaders would be wise to acknowledge that consistent call clarity is job number one," the study concludes. "An effective headset management system-including money spent on high-quality headsets-is an investment in agent stress reduction, customer satisfaction, and the all-important bottom line." About Plantronics Plantronics introduced the first lightweight communications headset in 1962 and is recognized as the world leader in communications headsets. A publicly held company with approximately 3,900 employees, Plantronics is the leading provider of headsets to telephone companies and the business community worldwide. Plantronics headsets are also used widely in many Fortune 500 corporations and have been featured in numerous motion pictures and high-profile events, including Neil Armstrong's historic "One small step for man" transmission from the moon in 1969. Plantronics, Inc., headquartered in Santa Cruz, California was founded in 1961 and maintains offices in 20 countries. Plantronics products are sold and supported through a worldwide network of authorized Plantronics marketing partners. Information about the Company and its products can be found at www.plantronics.com or by calling (800) 544-4660. About BenchmarkPortal BenchmarkPortal is the custodian of the Purdue University Center for Customer-Driven Quality database of contact center metrics, the largest in the world. It provides reports, products and services for contact centers in the areas of operational metrics, customer satisfaction measurement and agent satisfaction measurement. BenchmarkPortal's Web site can be found at: www.BenchmarkPortal.com For additional information contact: Susan Hampton BenchmarkPortal, Inc. (805) 614-0123 ext. 36 SusanHampton@BenchmarkPortal.com
