www.comms-dealer.com
MARKET REPORT
MASS MARKET APPEAL
them. “I would recommend Introducing headsets – and using headsets in office
that anyone wanting to sell peripherals in general – to environments. And once
headsets puts themselves in the system sale makes for a handful of people are
the end users’ position and a complete solution and using headsets there is a
wears one. This way they offers the opportunity domino effect as other
can really understand the for dealers to have an office workers soon join
benefits and convey these ongoing relationship with in. At the moment only 10
clearly to their prospective the customer, said Drew. per cent of office workers
end users,” he said. However, she added use a headset so the
that the key term here is potential market is vast.”
Kenny emphasised that the ‘customer-lifecycle’. “A
best time to sell headsets PBX may only be sold to Headset use is also set to
is when a dealer sells a a customer every five or grow due to a greater
PBX. “There’s still a lack ten years, but there is a focus on mobility and
of understanding of the selection of products they new regulations such as
benefits that headsets can can purchase over their Noise at Work in the EU,
bring to people,” he said. life-cycle,” stated Drew. pointed out Pedersen.
“And with headsets being “This proves particularly true And because GN Netcom
seen as ‘high-tech’ devices in today’s unfavourable
Karsten Hald Pederson
understands that headsets
they can sometimes be economic climate. are part of a bigger
seen as a difficult sell. In Customers will no longer
There
solution the company
truth, they are anything swap out a system which is
is no
‘keeps things simple’ for
but difficult. In fact, when still functional or reparable,
a dealer sells one into an but they will improve,
need for
resellers. “There is no need
for major product training,”
organisation they should upgrade and extend, and
major product
commented Pedersen.
call back a few months headsets help provide this
later as that first user will be particular value add.”
training
“Headsets complete the
PBX solution and should
end user are the comfort evangelising the benefits always be included in
of being hands-free, and dealers will find many She believes that there is Far from being a dealer’s a sale. Particularly in
the freedom of mobility more opportunities.” an unfounded perception bugbear, headsets are a the current economic
and the clarity of highly that headsets are more professional tool and a climate, resellers can make
intelligible audio. All Karen Drew, Plantronics ‘trouble than they are natural part of the modern substantial margins and
these features add up Brand Manager at worth’. “Headsets are office, says Karsten Hald incremental revenues by
to a compelling value distributor Rocom, believes easy to install and are a Pedersen, Managing adding headsets to their
proposition for end users that the most obvious reliable piece of kit, yet Director of UK and Ireland existing switch offering
and a great opportunity influence on the increased getting resellers and end at GN Netcom. “Having and effectively close the
for dealers who can use of headsets is the users to believe this has used headsets in cars with door on the competition.
convey the benefits.” introduction of legislation, been an uphill struggle. The mobile phones people We are working with our
with noise legislation value add that headsets now see the benefits of channel partners to include
Kenny says that in the and regulations related bring far outweighs any hands-free communication. headsets in all PBX sales.”
n
call centre the trends to telephone use in cars negative beliefs currently This has lead to a Headsets in Focus:
of homeworking and boosting headset use. held by the market.” greater acceptance of Pages 46 and 50
longer, more involved calls And to help motivate
– as IVR and self-service the market for headsets
websites deal with easy Rocom has introduced
K

ey beneg196 ts of using a headset
queries – are encouraging a ‘try before you buy
Health: No more cradling a handset between the shoulder and neck. Users
more organisations to campaign’ in partnership
can be more comfortable and avoid strain, thus reducing back and neck pain.
adopt premium headsets. with Plantronics. “Dealers
Less back and neck pain means fewer days lost through sickness.
“Having a headset that is with no experience of
Multi-tasking: With a headset it’s easy and comfortable to use a computer to access
comfortable and provides using and selling headsets
documents, or type notes as people speak. No more juggling a handset – users can
great intelligibility for the can facilitate end user
multi-task with ease while managing daily activities enables greater productivity.
agent and the customer is trials. This has generated
Mobility: With a wireless headset users can be at a colleague’s desk, at the coffee machine,
critical for great customer lots of interest and take-
or in another part of the building without the frustration of missing calls. Fewer calls are
missed and voicemail is reduced which in turn helps improve customer satisfaction.
service and customer up among our dealer
retention,” he added. base,” said Drew. “With
Feature-rich: With headsets users can benefit from the best audio quality,
the onslaught of Green
the highest talk-time and stylish and comfortable designs.
Headsets are an integral ICT, VoIP and WiFi,
Sound clarity: With a noise cancelling microphone that will reduce background
part of any comms more and more end
noise users can hear better and with increased call clarity. They can be heard
and better understood resulting in shorter calls. This allowis headset users
solutions, says Kenny, users will be driven to
to make up to 16 more calls a day compared to using a handset.
adding that there is no integrate headsets into
Source: Rocom
special skill needed to sell their IT capability.”
www.comms-dealer.com COMMS DEALER APRIL 2009 49
PG 48-49 Headsets.indd 2 24/3/09 13:05:41
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