Only slightly more than one third of the centers are

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Unformatted text preview: endations Centralized Accountability for Headset Management • It is considered best practice to centralize headset management accountability. Having headset procedures and systems in place will save you time and money. The goal is to eliminate the all too common practice of having headsets and parts crammed in boxes, stuffed under desks, scrapped in cabinets at the end of the hall, etc. In these less-than-ideal scenarios, whenever a headset breaks, someone has to leave the floor in hopes of retrieving a working unit. The result in lost time and a negative impact on performance metrics. The team member responsible for inventory should ensure that working headsets are always available and those that are not are quickly turned around for repair and/or return. • Decide who will manage your headsets. In smaller call centers, the best practice is to assign a call center leader who can own the process and start to implement procedures and be accountable for managing all headset-related inventory. This accountability is a portion of the leader’s position description. • In larger call centers (500+ agents), managing headset-related inventory may require a full-time person. • Those centers that manage their headset inventory typically track headsets on three different spreadsheets: 1) headsets in stock/available, 2) headsets waiting for repair, and 3) headsets out for repair. Some manage their inventory electronically, while others choose to track theirs on paper. Headset Selection Process • Your business relies on clear, effective communications with your customers, and the headset is the most important link between your agents and your customers. Selecting headsets, and a headset company, is an important decision for your business. A call center’s management team, with members from training and/or quality assurance, is typically given accountability for headset purchasing decisions. This team’s responsibility is to research headset brands and model features and order several different ones. After agents have the chance to “test drive” the headsets and critique them, the management team makes purchasing decisions. • When selecting new headsets, best practices include a thorough comparison of headset brands and models. Most centers typically buy one brand but have 2—3 wearing styles available to accommodate agent wearing preferences and the call center environment. Typically, ordering one brand from one supplier results in volume purchase discounts. © Copyright 2005 BenchmarkPortal, Inc. 94 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 • A thorough headset selection comparison should include addressing the following issues to ensure you make the best selection choice for your center’s needs and budget: o Noise level. Determine your call center’s noise level so you can select the appropriate headsets. Does your vendor offer...
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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.

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