But How Can a Headset Help Government Call Centres?
Whether for a Government video conference or call takers dealing with customers over the phone, an appropriate headset will help to bring down wait times in several ways.
Bearing in mind that users will often wear a telephone headset for prolonged periods of time, the comfort which a headset offers is essential. Ideally, something which is lightweight is a good start as the user will be less likely to notice any additional weight on the head, but this should also be combined with a product which is easy to adjust so that it further meets the needs of the user’s preferred wearing style.
As you might imagine, these basics, combined with a host of other features make the right headset practically unnoticeable to the user and as such they’re able to concentrate more on their work, rather than being distracted by constantly adjusting an ill-fitting headset.
Give Users a Choice
It might seem obvious, but allowing users to choose their wearing style of a headset can also impact their call handling performance. This of course applies in all sectors, but in Government and local Councils where call wait times are on the rise, something as simple as this could improve user performance and thus reduce those times.
A 1997 study by Furnham, Richardson & Miller into the effect of headset-wearing preference on sales performance found that those with a preference for wearing a headset on their left ear only, outperformed colleagues who chose to wear headsets on their right ear only or on both ears. The study also found that forcing users into a left ear-wearing style did not improve performance.
This might seem like a small thing, but by allowing workers to choose their headset-wearing preference, you can help them perform at their best. JPL’s range of headsets offers the choice of left or right ear-wearing styles out of the box, meaning call takers can work in the most comfortable way for them.
The Way to Better Communications
It may seem like such a small thing, but something as simple as a headset can have a fundamental impact on the quality of communication between parties, resulting in better outcomes not only for the person using the headset but also for those engaging a public body.
Better outcomes can also be achieved more effectively and will potentially contribute to a reduction in call wait times, helping to prevent the negative media coverage some councils have seen over recent years.