We get a lot of questions at TeleDynamics about headsets, so hopefully this post will help answer some of them. Most questions revolve around whether buying headsets is worth the investment, and whether to get corded or wireless.
First, what are the benefits of headsets compared with handsets?
The case for handsets:
- HD audio: Handsets offer a wider band of audio signal than headsets, so you hear the full spectrum of the human voice.
- Hygiene: Handsets are easier to clean.
- Ease of use: No set-up or extra things to plug into your phone.
- Slam factor: Do you derive satisfaction from slamming down the phone after a tough call? Don’t try that with a headset!
The case for headsets:
- Productivity: Your hands are free, so you can type, take notes or handle documents during a call.
- Comfort: With a headset, you’re less likely to be hunched over your desk when you’re on the phone, which is better for your back. Also, you don’t put a kink in your neck trying to cradle a handset.
- Longer range: Even corded headsets have longer cords than handsets, so you can more easily reach into drawers or shelves around your desk while on the phone. With wireless you can move up to about 300 feet from your desk while on a call.
- Noise-cancelling technology: Most professional-grade headsets these days come with built-in technology that filters out some of the background noise so your interlocutor can hear you better.
- Concentration: If you work in a noisy environment, a headset that covers both ears can help muffle some of the ambient noise so you can concentrate on your call.
Once you decide to buy headsets, do you go with corded or wireless?
The case for corded:
- Less lag: Data travels slightly more slowly over Bluetooth. During an audio conversation, this lag will be imperceptible in most situations. During a video conference, you may notice slightly more lag between the video and the sound with wireless.
- Sound quality: Because sound doesn’t need to be compressed in order to travel to the headset through a cord, listeners receive a clearer, richer sound with corded headsets. But unless you are listening to hi-fidelity music, you will likely not be able to discern much difference in sound quality between corded and wireless.
- No radiation: Corded devices do not emit microwave radiation during transmission.
- No charging: Corded headsets do not have a battery that needs to be kept charged.
The case for wireless:
- Mobility: Bluetooth technology has a range of up to 10 meters (33 feet), DECT wireless technology has a range of up to 100 meters (330 feet), and both can go through walls, so you can leave your office or go to another room while on your call (more on Bluetooth vs. DECT in the next section). You can answer and end calls while away from your desk with lifters (sold separately). Some people say they think better while pacing. Moving around is also better for blood circulation.
- Quicker call resolutions: The extra mobility allows an agent to simply walk over to a colleague and ask a question on the spot, rather than having to transfer the call to another person or put the caller on hold while another person is called. In another scenario, the agent can get up and walk to the file cabinet to get the necessary paperwork while on a call, rather than having to put the caller on hold to get the necessary information.
- Convenience: You don’t have to keep taking your headset on and off, or plugging it in and out, between calls.
- Clearer desk: No cord to get tangled up or get in the way. Moreover, many of the newer wireless headsets have a built-in switch to allow you to connect them to multiple devices (e.g., computer, desk phone, smart phone, tablet, wearables, etc.)
Once you decide to go with wireless, do you choose DECT or Bluetooth technology? The answer depends primarily on how you answer the question, Which is more important: mobility or versatility?
- Mobility: Use DECT. DECT uses radio frequency near the 1.9 GHz band and carries audio for distances of up to 100 meters (330 feet). Bluetooth headsets, on the other hand, have a range of 10 meters (33 feet).
- Versatility: Use Bluetooth. DECT headsets can only connect to the base station that provides the wireless service to the phone network. Bluetooth headsets can connect to up to eight devices simultaneously. So if employees use their headsets with multiple devices, Bluetooth is the way to go.
There are various reasons why it could make sense to propose headsets to your customers, and several factors to consider when choosing the right ones. When speaking with your TeleDynamics rep about headset options, be sure to provide enough detail about your customer’s needs and priorities so we can help you come up with the best solution.
WHAT ABOUT YOU?
Do you recommend headsets to your customers? Do you prefer corded or wireless? DECT or Bluetooth? Let us know in the comments section.