Wireless Bluetooth headsets can be a costly experiment if your team get it wrong and don’t ask the right questions up-front to ensure you get a product that is best for your environment.
This article is not about whether wireless Bluetooth headsets are good or bad for a Call Center environment, but rather it is a quick guide to help you ask the right questions and to ensure that your supplier gives you the right solution for your unique needs.
Question 1: How long does a battery charge last?
Clients who haven’t bought the right headset normally tell us that for the first shift a headset might last for eight hours, but thereafter the charge quickly shortened until agents could often only use it for 2 or 3 hours (or less) before the battery ran out. This is obviously impractical when you have teams needing to work 8-hour shifts. Make sure your supplier can guaranty that the headsets will hold their charge for a minimum of eight hours, day in and day out, and will they do this for 2 to 4 years.
Question 2: How long must the headsets recharge for?
Make sure you have carefully thought through how your new headsets are going to be recharged. How do the headsets need to be recharged? Where are you going to recharge them? They can’t recharge in a locker at night, so will expensive headsets need to be left on workstations all night? Make sure you have a plan in place.
Question 3: How long is the battery life-cycle?
How long will the batteries last if they are being used 8 hours per day? Will they last 2 or more years? Can they be replaced? How difficult is it to replace them and how often will they need replacing? How expensive are they? Do you have a used battery disposal policy in place? (you cannot simply throw batteries into general rubbish as they are an environmental hazard)
Question 4: How important is security to your business?
Will you be safe from Bluetooth attacks? Make sure you understand any security threats from using Bluetooth headsets. There are several YouTube videos showing that it is possible for someone to hack into a system via Bluetooth headsets. Understand if this is a risk and whether it will cause you or your clients any liability.
Question 5: Are there any health risks to your agents?
While Bluetooth and wireless headphones do emit lower levels of radiation compared to a cell phone, their placement is a big concern to some health experts. Some experts predict that even at lower SAR levels, prolonged, chronic use of wireless Bluetooth devices could very well add up over time and hurt our health. Ask your supplier for data to help you evaluate any risks.
Question 6: What are the risks of cross-pairing?
Is there any risk of agent’s cross-pairing their headsets with other workstations?
Question 7: What is the range of the headset?
Agents will drop calls if they move out of headset range, so make sure to check the range of the headsets.
Question 8: What are the cost implications?
Bluetooth & wireless headsets are generally 400% to 600% more expensive than similar quality wired headsets. Do you have a good asset management system in place to control these assets and mechanisms to hold agents accountable for their damage or loss?
If you are going to be using wireless Bluetooth make sure you ask the right questions up front, so that you will be happy with the result.