About a year ago, I put together an in-house Call Center with 60 seats. They all got a certain brand of wireless (DECT) headset for their softphones (NEC SP350) for their computers. It started out all good, but by now, I'm starting to encounter problems with these headsets that I don't think I should have to be dealing with.
They are on heavy use in terms of daily hours, and we put in a good 10 hours a day on the phones with them. So the fact that some of their batteries are not holding the charge any more is understandable. Many of them also gets tested on their range as often a supervisor has to walk down the isle or even into another room maybe 50-100 feet away, where the sound starts cutting out. On paper, these things should be able to do 450ft outdoors (or I guess open floor with no walls), and something like 200-300ft indoors (or a wall here and there). So I'm getting 100feet at best. There is also headset density: As I said we have 60 of them in 3 adjacent rooms with heavy walls between them, with 20 seats in each rooms.
So in this environment, I often get the following:
The agent gets a call, he takes off the headset from the charging base and puts in on his head, and the headset has problems establishing a wireless connection with the base, sometimes taking long enough to loose the call. Or when a calls is established, audio may becomes crackly or lost all together. From what the agents are telling me, this hasn't been a problem since the beginning but is something that gradually crept in.
So between the battery situation, the wireless link situation and the too short wireless range, I'm quite busy keeping this area going.
My question here is for those who have some actual experience in this area: what headset seems to be working the best, requiring the least maintenance?
The kinds I've looked at are Sennheiser Office SD Pro2, Jabra Pro 9470, and Plantronics Savy (forgot the actual model number)...
They are on heavy use in terms of daily hours, and we put in a good 10 hours a day on the phones with them. So the fact that some of their batteries are not holding the charge any more is understandable. Many of them also gets tested on their range as often a supervisor has to walk down the isle or even into another room maybe 50-100 feet away, where the sound starts cutting out. On paper, these things should be able to do 450ft outdoors (or I guess open floor with no walls), and something like 200-300ft indoors (or a wall here and there). So I'm getting 100feet at best. There is also headset density: As I said we have 60 of them in 3 adjacent rooms with heavy walls between them, with 20 seats in each rooms.
So in this environment, I often get the following:
The agent gets a call, he takes off the headset from the charging base and puts in on his head, and the headset has problems establishing a wireless connection with the base, sometimes taking long enough to loose the call. Or when a calls is established, audio may becomes crackly or lost all together. From what the agents are telling me, this hasn't been a problem since the beginning but is something that gradually crept in.
So between the battery situation, the wireless link situation and the too short wireless range, I'm quite busy keeping this area going.
My question here is for those who have some actual experience in this area: what headset seems to be working the best, requiring the least maintenance?
The kinds I've looked at are Sennheiser Office SD Pro2, Jabra Pro 9470, and Plantronics Savy (forgot the actual model number)...