LONDON, June 16, 2014 /PRNewswire/ --
Even today there is still controversy as to who actually invented the telephone. One thing is clear though, since the invention of the telephone the way we do business has changed dramatically, and over the last 100 years the business phone has become a key element within all industries communications arsenal.
Over the past 100 years the business phone has evolved from being the rudimentary tool first introduced all those years ago, to that of a multifunctional communications platform. In today's modern industries the business phone has proved a necessity used daily. This increased usage and ability to directly communicate with other businesses and the general public spawned today's call centers, where the business phone and phone system is the core tool for lead generation and support services.
This increased usage doesn't come without its drawbacks though. In most call centers a call center agent can be expected to be on the phone for at least 6 hours per day. This extended usage, if not supported by a call center headset, can lead to medical issues. Poor circulation, back pain and RSI (Repetitive Strain Injury) are all ailments attributed to extended phone handset usage. These ailments have all played their parts in hindering the call center agent and have cost businesses millions in lost man hours due to increases in sickness levels and performance dips.
Even today with all the evidence piled up, some call centers still neglect the need for call center headset usage and put their staff at risk, which in the end not only affects their staff but also their ability to do business effectively as productivity is reduced.
Tests have shown that by using a telephone headset, you can reduce muscle tension in the neck and upper back which in turn reduces the chance of strain and chronic pain from developing. This reduction in muscle stress can be as much as 40 percent, which you must agree can only be of benefit to regular and extended phone users.
There are clear health benefits from using telephone headsets, but there are also practical improvements such as increased productivity, freeing the call center agent's hands to perform other tasks and allowing for quicker call answering. When added together these elements can make a significant difference to a business's ability to offer high levels of customer service and increase man power usage.
There are many different types of headsets now available on the market and technology has advanced dramatically over the past ten years with a higher focus on the user. Call center headsets can now be expected to be lightweight, comfortable, durable and have features such as acoustic shock protection and rotational booms as standard, all with the aim to provide the user with as much comfort and practicability as possible.
So to answer the question "Is a headset an extravagance or necessity?" I would say in terms of a call center agent it can only be a necessity and the costs involved for initial set-up pale in comparison to the potential negative financial impact that not using them could have.