Tied to increase in attrition and constant demand to fill the seats, expenses increase and the purchase of call center headsets is common and basic tool for the job. But, it isn’t cheap.
Some companies have different policies set for the usage of headsets. Some companies would issue each agent their own. Others would assign the headset as one comes into the center to start their shift and they have to surrender it after they log off. Some would put a timeframe on its usage, say after a year or even six months, the headset can’t be issued to anyone else but if used only a few months and when the agent leaves, then it can be given to someone else.
If you were to have the headset be shared to a lot of people, I would recommend for the headset’s ear foams be changed after use. This is to avoid any hygiene issues. One wouldn’t mind to lend it to their close friend, but a stranger would just be awkward.
I say, if you succeed in keeping your employees, then purchasing for each agent shouldn’t even be an issue.
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I would suggest that the first thing you need to do to set yourself up for a smooth transition is to consult with their representatives before you implement seat-sharing. Involve them in the decision making process.
Anju
www.vcarecallcenter.com
Posted by: Anju | June 3, 2008 5:07 AM | Permalink to Comment