“Designed by experienced headset engineers and BPO experts, a structured on-site headset test process that is objective, transparent and inclusive.”

Headsets are like car tires. You know they are critical to what you do and the point of contact for your entire business – but you view them as less important than the engine and transmission, and you generally pass their responsibility down the chain to your IT or Technical teams to manage.

This is a mistake. It could cost you a lot of money and a lot of your employees’ time and focus.

The reality is that headset testing is a very subjective process and it is unfair of management to expect their technical and IT teams to do this effectively if they have not been provided with the right tools and a clear process to follow.

If not implemented in a structured, transparent, inclusive and objective manner, the testing process can easily be influenced and affected by subjective and unrelated outside forces. Very often you will get a decision that is based on the person who shouted the loudest, rather than a decision based on what is best for your company.

Simply stated, if you want your team to make the best, objective decisions for your company it is important to ensure that you have an accurate and effective headset quality testing process in place.

Our engineering team recommends that your tests should be:

  1. Outcomes focused:Prioritize sound quality (Transmit quality, receive quality & recording quality)
  2. Technically accurate:Ensure that no technical mistakes influence your test outcome
  3. Objective:Include competitive or blind tests
  4. Transparent:Ensure all test procedures and results are recorded transparently & accurately, are signed off, and that a signed report is generated.
  5. Inclusive:Ensure that the test procedure includes members from your own team, as well as those from your supplier.
  6. Broad Based:Include other test factors such as environment, agent comfort & fit

To help our clients make objective and informed decisions, they have designed a simple, but effective on-site headset testing procedure that is transparent, measurable, and objective.

This Headset Testing & Assessment Procedure has been designed to standardize testing procedures, eliminate non-critical influences, transparently include broader participation in the test process, reduce subjectivity, provide technical data & specifications, and to share detailed reporting and feedback at the end of the testing process.

The procedure is divided into 4 Steps:

  • Step 1:             Off-Site Environment Assessment
  • Step 2:             On-Site Testing Procedure
  • Step 3:             Interim Report & Test Results
  • Step 4:             Extended On-Site Testing
  • Step 5:             Final Report

The on-site test has been designed to be non-invasive and to minimize impact on operations. We typically test between 1 and 3 workstations per telephony system, require approximately 15 minutes per workstation, and are on-site for between 30 minutes or 2 hours depending on the size of the test. Our test measures the following outcomes against your current headsets and sound quality:

  • Test 1:             Transmit sound quality test. (the quality of the sound your client hears)
  • Test 2:             Receive sound quality test. (the quality of the sound your agent hears)
  • Test 3:             Environment test (we measure the ambient sound levels, note the software and hardware being used, and test the passive and active noise cancelling qualities of the headsets)
  • Test 4:             Recordings (we evaluate competitive recordings of the test calls)
  • Test 5:             Agent comfort & fit (we get subjective feedback on your agent comfort)

We are happy to share the testing procedures that our engineers have developed, and we view them as an open-source asset that can assist the sector. Please feel free to contact our team to request these at info@crystel.co.za