Devoted to the call center industry, the agents on the phones, and their managers

John Kim of LeadMarket talks about the importance of headsets for home-based call centers:

While true that virtual call centers need little in traditional equipment, the evolution of the USB-based headset for agents has been nothing short of revolutionary. Do ensure that your agent headsets have the DSP (digital signal processing) chip that actually processes the voice signals offloaded onto the headset itself. That is to say, that the headset has a separate microchip to handle the voice signaling so that this process is not left up to the agent’s PC - something that in the past had led to very inconsistent voice quality.

Because PC’s tend to indiscriminate when it comes to prioritizing between voice traffic signaling and say, opening up Microsoft Word, virtual call centers enjoy better and more consistent voice connections with agent headsets that are built in with a separate DSP chip.

With just a little planning, the cost savings and operational flexibility of virtual call center technology can be much more easily deployed and realized.

Virtual Operations lists "call center headsets" as the second-most commonly searched for keywords for call centers last month. I know I couldn't live without mine, even when I'm at home. But is it true that your ears could get shocked if you're wearing them during a lightning storm?

Photo: Robert Murphy