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Unformatted text preview: and theft. Theft Deterrence
• While the majority of centers in our study did not report issues with headset theft,
this was more of an issue in large call centers where multiple shifts of agents
shared the same workspace.
One center deals effectively with this issue by mounting large, self-designed
platforms (16” wide by 24” long) with curved tops, which hang over the top of
workstation walls. The ACD phone base, headset interface amplifier, and headset
jack are attached by screws and fastened to the platform. The agent simply affixes
her own earmuff and microphone cover or voice tube to set up for work. While few,
if any, theft deterrents are 100% effective, this platform is large enough to make
carrying it out of the building difficult.
(This same center eventually contracted with a headset maker to build these
platforms. The center’s procurement group is responsible for affixing the hardware
to the platforms.) • Another practice is to have agents purchase their own headsets. This agentcentered accountability is a way some centers choose to manage costs. When
headsets require repair, the call center provides the agent with a loaner. S ummary and Conclusions
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. 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. © Copyright 2005 BenchmarkPortal, Inc. 98 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Chapter 7: Best Practices in Headset Management in Call Centers Following are some summary points pertaining to effective headset management worth
• The cheapest headsets available are not typically the best values available. Savvy
call center leaders know that real value most often comes in the form of
competitive product performance, reliability, service agreements and warranties. • Effective headset management often requires a centrally managed inventory
system. In small call centers, this may be a portion of one team member’s role. In
larger centers, it may require the full dedication of a team member. • Training agents in proper headset use, storage, and hygiene practices will most
certainly pay for itself in terms lower agent sick leave and fewer occurrences of
headset theft and damage. • Though headsets are inexpensive when compared to call center salaries, telecom
costs, computers, and other equipment, the effective management of them can
result in tangible savings such as lower headset repair and replacement, telecom,
and agent sick time expenses, and improved productivity. Copyright © 99 2005 BenchmarkPortal, Inc. This report is for internal As...
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This note was uploaded on 02/22/2012 for the course CSR 309 taught by Professor Staff during the Fall '08 term at Purdue University-West Lafayette.
- Fall '08