HEADSETS IN FOCUS
www.comms-dealer.com
Headg196 rst into new era
The erstwhile ‘stigma’ attached to headset use
is now a thing of the past, relegated to history
by improved design and performance, more
productivity and greater efficiency, according to
James Burns, Headset Business Manager at Nimans.
N
imans offers headset are talking about the relaying of
solutions from information, customers really get
Plantronics, GN Jabra frustrated repeating themselves.
and Sennheiser, and You can have a fantastic unified
the distributor reports significant comms system worth hundreds
growth in headset sales. Burns of thousands of pounds but if
says that the market changed you have 250 headset users
‘dramatically’ when headsets with a low grade solution it is
entered a new era of popularity counter productive because it
in every business environment, leads to frustration for both the
not just contact centres, opening agents and the people they are
up big opportunities for dealers. speaking to, as both parties end
James Burns
“There used to be a stigma up repeating themselves.”
attached to headsets. A dealer improve working conditions. Burns according to Burns, who noted
could go into a small business Improved call clarity can also lead observed: “One thing that has come that not all PCs are voice enabled
and try and introduce a headset to unexpected benefits, says Burns. to light in the last 12 months from and there are major issues with the
but they would often be met One good example he cited was a industry research is that people can quality of many inbuilt microphones,
by the response that they did large banking site, where a dealer have greater job satisfaction, from which will pick-up lots of background
not want one because they ‘do sold headsets with digital amplifiers the ability to walk around, have noise. “The key is to create a virtual
not work in a call centre’. That’s to reduce talk time by cutting down some freedom and not be tied office wherever you may be and
changed because businesses repetition. “It actually worked the to their desks. Their whole posture to use a professional quality USB
across the world have realised other way because people were also changes. They are more at headset – Bluetooth, DECT wireless or
that headsets are an essential on the phone longer, having a ease and can have more natural corded,” he said. “Noise cancelling
tool in raising productivity, proper conversation, they could and comfortable conversations.” technology comes into its own to
generating closer customer be heard clearly so it gave them create a communications bubble.
relationships and addressing the opportunity to build a better He added that unified comms Dealers should be promoting a
health and safety criteria by relationship and up-sell and cross- is becoming more prominent professional headset solution for
increasing comfort for users.” sell additional products. Talk time with headset integration, due to a professional environment which
was increased but management increased use of computer-based complements the technology
Burns pointed out that there are were happy because more telephony. “There is a potential that drives the whole system.”
two specific areas of the market products and services were sold,” boom in the market in the next
– corded and wireless. “Corded said Burns. “Today’s technology, 12 months due to Microsoft OCS Burns says the most successful
can be from a normal office user particularly the use of audio and other soft phone applications, resellers sell headsets right from the
predominantly at their desk all day processors further increases call which integrate different types of start of the sales process and see
to contact centres, where you are clarity and minimises sound spikes messaging and communication,” them as part of the overall solution
unlikely to see banks of agents using to improve the experience for caller stated Burns. “For me, computer- when quoting. “Generally, in any
lots of wireless headsets because and recipient. So as the headset based telephony always requires business there will always be one
they are constantly needed at their market continues to evolve, so a headset, from something as person who needs a headset. If
desks to handle the high volume of do the sales opportunities.” simple as using Skype to a fully a dealer adds just one headset
calls,” he explained. “It is important functional soft IP PBX solution sale with every system sold, the
to get a good quality headset He also noted that wireless headset from Swyx. Using low grade additional revenue soon mounts
that can cope with rigorous use in sales are on the increase, as they equipment is a recipe for disaster up and can run into thousands of
any business situation. When you can promote multi-tasking and also and undermines a customer’s pounds each year. The key for a
general investment. Dealers should dealer is to advise his customer
Generally, in any business
be stressing that a headset is about the right technology for the
a paramount front line tool.” right environment. Margins don’t
there will always be one
come into it if a dealer sells an
person who needs a headset
The emergence of Microsoft OCS overall telecoms solution. You are
and soft phone applications means selling a solution not just shifting a
it is essential to have a headset, commodity product.”
n
Hugh Symons Communications
providing total support, not just handsets...
- The Mobile Solution
call 0844 875 0000
50 COMMS DEALER APRIL 2009 www.comms-dealer.com
PG 50 nimans.indd 1 25/3/09 17:16:24
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