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O determine what youre getting for your money due

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Unformatted text preview: call center agent to wear for a full shift. o Ensure the headset offers a snug fit that will stay in place. o Be sure the volume controls can be adjusted easily and offer an adequate range of control. o If you are considering the purchase of a wired headset, ensure the cord is long enough to allow adequate agent movement. o Be sure the quick disconnect is truly quick and easy. And ensure the agent can reconnect without hassle. Without an effective quick disconnect system, agents might not have ready access to remote consulting sources. If the agent has to hang up on callers and call them back later, she is not only increasing her Average Work Time (AWT) but is incurring unnecessary telecom charges, too. o Determine if binaural (both ears) or monaural (one ear) headsets are more appropriate for your agents. If your agents seldom have the need to consult with others in their call center, binaural headsets may be the better choice because they increase call clarity. Monaural headsets will likely be more effective for those agents who depend more heavily on the consultation of other team members within their call center. o Check to see if the microphone is easy to adjust and one that won’t get in the agent’s way. o If your center is considering going wireless, consider the user density of your center. Ask yourself: What is our building’s layout and employee distribution within this space? User density refers to the number of wireless units that can be used in one space before interference begins between those units. This can be a critical issue in environments where a large number of employees use wireless units within close proximity of each other. o If your center utilizes wireless headsets or is considering purchasing them, ensure the supplier offers a money back guarantee on security and density. This offers greater assurance against transmission interference. This reduces the occurrence of cross talk (when one receiver picks up the conversation of another transmitter). o Check to see if the headsets you’re considering are compatible with USB (Universal Serial Bus). USB is a high-speed digital connection © Copyright 2005 BenchmarkPortal, Inc. 96 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 directly into your PC. The USB connector is now ubiquitous, as it has been included on virtually every PC sold over the past several years. Connecting a headset via a PC’s USB port allows you to bypass the sound card entirely, resulting in a cleaner, stronger signal. Headsets are currently available that utilize the USB port of an agent’s workstation commonly used in VoIP applications. Some advanced USB types of headsets have remote call detection and answer/end capability utilizing specialized software that produces superior sound quality. Budgeting for the Purchase and Repair of Headsets • Analyze your headset expenses over a two to four year period – not just upfront p...
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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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