Telephone and communication headsets have been around for more than 140 years with rudimentary models first being used as early as the 1880s, today their use is more popular than ever as we shift to hybrid working models.
As telephone headset technology evolved and DECT, then Bluetooth wireless headsets became available, a common question for those looking to procure call centre headsets has been “are wired headsets better than wireless?”.
Of course when we talk about wired vs wireless headsets we need to consider that there are various different connection types and technologies available for headsets, such as DECT, Bluetooth, USB and QD. The end goal of these headsets are the same, to give call takers the ability to answer calls using a headset and for the purpose of this article we’re focussing on the general features of wireless and wired headsets, rather than the technical differences between various technologies.
When trying to make a choice between wired or wireless headsets it’s essential to take time to consider the needs of the headset end user. This might seem like an obvious task, but when businesses are under pressure to deliver performance, it can be easy to overlook the small things which will significantly impact the choice between wired and wireless headsets.
If, for example, your needs are to supply headsets to call centre staff who stay at the same desk all shift but then hot desk with other colleagues, a wired headset solution would provide the most benefit. On the other hand, if your needs are to provide a headset solution to a group of staff who all monitor a single telephone, a wireless solution would be better, due to the ability to connect multiple headsets to a single base station.
Reviewing the needs of your team is therefore an important part of the choice between wired and wireless headset solutions and could help prevent you from providing a headset that would make it more difficult for your teams to do their job.
Advantages of Wired Headsets
There are a range of advantages when it comes to using wired headsets vs wireless headsets, at a high level these are:
- Ease of changing headsets
- No batteries/charging
- Plug & Play
If you’re working to a budget, wired headsets can help you meet those needs as they are available across a wide range of price points from the JPL-100-PM at £22.95 through to the Element TT3-AVANT-B binaural headset retailing at £99.95. Compare this to wireless options which start at £119.95 due to the more complex nature of the technology involved.
This lower price point enables staff to use their own headsets, helping to maintain health and safety standards. While the Health and Safety Executive recommends users have their own earpads in their example call centre risk assessment, individual headsets can help reduce wear and tear.
Hot desking may have become an office buzzword in the last few years, but it’s a practice which has been widely used in contact centres for years with multiple staff using the same desk. Wired headsets allow staff to quickly change desks, disconnecting and reconnecting headsets in a matter of moments, ensuring fast change overs without having to share headsets or pair devices.
Possibly the biggest advantage of using a wired headset over a wireless option is power. As you might expect, a wireless headset option uses batteries as a power source whereas a wired option takes power from the device it’s connected to. This makes the lack of batteries a real advantage if prolonged use is going to be normal as there will be no requirement to charge the headset.
Plug & Play
Nothing is more frustrating than receiving a delivery of headsets for your office or contact centre and having to set up each one individually. Our range of wired headsets solve this through their ‘Plug & Play’ capability, simply connect your headset to your softphone or laptop with the right bottom lead and begin to use it. It doesn’t get more simple than that!
Advantages of Wireless Headsets
While there may be advantages to using a wired headset, there are also distinct advantages to using wireless headsets in a communications environment.
So let’s take a look at the advantages of using a wireless headset:
- Cable free calls
- Multiple users on a single phone
- Connect to multiple devices
- Control Buttons on Headset
Cable Free Calls
Nothing’s worse than untangling a bundle of headset cables if they’ve not been stored properly (have a look at our guide to looking after your headsets properly), or trying to take sales notes with a cable in the way. Of course with wireless headsets this isn’t an issue, not only are there no cables from the headset to the phone, but the base station on our DECT headsets also acts as a cradle for the headset itself.
This might not seem like an obvious benefit to wireless headsets, but the ability to connect more than one headset to a phone can be extremely useful in the right circumstances. While it’s more common for each user to be connected to a single phone line, if you have a team where several users are responsible for a single line this feature can be invaluable.
Connect to a Range of Devices
Whereas wired headsets often need a new bottom lead to connect to a different device, wireless headsets can connect to different types of devices without a new lead. All of our wireless headsets are futureproofed to connect via USB or Bluetooth, allowing them to be used with softphones, smartphones and everything in between natively or through our JPL Gateway software.
Easy Access Controls
Control buttons feature on both wired and wireless headsets, though the advantage of our DECT headsets is that these controls are on the headset itself. In a busy office or call centre it can be a real benefit for the end user if they’re not having to find their controls on a wire. Not only can this prevent accidental pressing of control buttons, such as mute, but it can also help the user work more effectively, remain more calm and provide all round better service.
When it comes to whether wired or wireless headsets are better, the reality is that neither is better in all circumstances and the best option will vary in different situations. Though there are differences between wired and wireless telephone headsets, the crucial thing to be aware of is the needs of the business and the people who’ll ultimately be using the product.
We always recommend making some time to detail the requirements you need to fulfil, and speaking with an expert for advice to help you make the right choice. Our experts are always on hand to discuss your options and provide support on getting the most from your JPL headsets.