Customers these days take advantage of self-service options such as web chat and online FAQs. This means that when they do call you, they will have an important issue they want you to resolve.
Customers don’t expect to have to repeat themselves or to struggle to hear your agent; they want feel listened to. Does your technology help or hinder that process?
An effective headset will ensure a clear two-way conversation for both the caller and the agent to hear each other easily. A noise-cancelling microphone will reduce the background noise being transmitted to your caller but it does not reduce this noise for the agent. In order to hear a call clearly, a differential of 15db between the voice you want to hear and the ambient noise around you needs to be maintained. To ensure this, your agent needs a noise-cancelling headset with two ear pieces (a binaural headset) which will block out background noise and improve concentration and efficiency.
Using a headset that is both binaural and noise cancelling will:
- Improve the customer experience
- Reduce repetition for quicker call wrap up
- Deliver high quality customer service
- Increase levels of focus and productivity
- Help provide a professional working environment, resulting in healthier and happier staff
For fewer misunderstandings, clearer communication and happier customers and staff, call us on 0118 920 9420 or email us at [email protected] – the secret’s in the headset.
Acoustic shock is real and can affect you. Click here to know more.