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Ensuring your customer support agents have the proper equipment, specifically headsets, is crucial for success. And that’s why we’ve out together this guide for call center headsets in Kenya.
See, having a good quality, reliable headset is vital for any call center agent for the following reasons:
- Comfort – Agents often wear headsets for the entire workday, so comfort is paramount. Uncomfortable headsets that cause ear pain or headaches will result in lower productivity.
- Call clarity – Clear audio on both ends of the call is critical. Background noise can be distracting and low-quality mics lead to frustration for both agents and customers.
- Hearing protection – Prolonged exposure to calls without proper audio safeguards in the headset can lead to short or long-term hearing damage.
When outfitting a call center in Kenya with headsets, purchasing decent quality ones upfront may have a higher initial cost but will maximize your agents’ satisfaction, performance, and well-being over time. It’s a critical investment that should not be overlooked.
The Challenges of Using Poor Quality Call Center Headsets in Kenya
When call center agents are provided with inadequate or poor quality headsets, they face a number of challenges that significantly impact their productivity and wellbeing, as well as the satisfaction of customers. Despite being a critical piece of equipment, contact center headsets are often an afterthought, leading to adverse consequences across the board.
Impact on Agents
Uncomfortable, subpar headsets negatively impact call center agents in the following ways:
- Physical discomfort – Poorly designed headsets cause pain and discomfort around the ear, head, and neck after prolonged use. This inhibits an agent’s ability to focus on calls.
- Limitations on movement – Mediocre headsets often restrict natural movements. Short or tight cables limit how freely agents can move while remaining connected to their station.
- Reduced call handling capability – Factors like background noise, poor configuration positioning, limited wireless range, and sound leakage make it harder for agents to hear and interact with customers.
- Increased fatigue and burnout – All of the factors above contribute to tiredness, vocal strain, loss of motivation, and higher attrition.
Call Center Environment Challenges
When a significant number of agents are using low quality equipment, it also negatively impacts the broader call center environment:
- Higher ambient noise – Poor noise isolation and cancellation features leads to sound bleed within a center, making it harder for other agents to concentrate.
- Decreased productivity metrics – As agents struggle with discomfort and environment issues, key metrics like call handle times, customer resolutions, and sales conversions suffer.
- Lower morale – Dissatisfaction with equipment can lead to lower engagement, motivation, and confidence among the team.
Customer Experience Issues
Ultimately, inadequacies with headsets in Kenya deliver a poor experience to customers interacting with agents:
- Muffled communications – Weak microphones lead to echoes, volume problems, and mumbles that frustrate callers.
- Reduced solutions – Agents hindered by headsets cannot properly listen to and address customer issues.
- Unprofessional brand image – Background noise and miscommunications reflect poorly on a brand’s capabilities. This damages customer perception.
| Metric | Impact |
|---|---|
| Agent Wellbeing | Physical discomfort, fatigue, vocal strain, motivation issues |
| Call Center Operations | Higher ambient noise, reduced productivity, lower team morale |
| Customer Experience | Muffled calls, limited issue resolution, negative brand perception |
In end, deploying low-cost, poor-quality headsets in Kennya leads to pain points across all facets of a call center’s operations. Investing in durable, comfortable headsets optimized for all-day use drives superior outcomes for agents, management, and customers.
Prioritizing this critical infrastructure pays dividends over time.
Key Features to Look for in Call Center Headsets in Kenya
When equipped properly with feature-rich teams headsets in Kenya, call center agents can handle calls efficiently while remaining comfortable over long shifts. For centers looking to maximize operational excellence, these are the most important capabilities to look for when selecting suitable headsets:
All-Day Comfort
Since call center agents wear headsets for many hours in a row, comfort is a top priority. Some key comfort factors include:
- Lightweight construction – Reduced weight decreases strain on the head and neck over time. Materials like reinforced polymers help achieve this.
- Padded ear cups – Cushioning around the ears prevents irritation and allows for a more custom, contoured fit. Leatherette and foam are common materials used.
- Adjustability – Features like swiveling/rotating ear cups, padded headbands, and adjustable fit help ensure an optimal, personalized fit for long term use. This reduces pain and slippage.
Noise Handling Capabilities
Noise is one of the top distractions for call center agents, so noise cancellation and isolation features are crucial:
- Noise-cancelling microphones – Directional and noise-cancelling mics focus on voice pickup while minimizing ambient noise like typing, chatter, equipment hum, etc. This results in clearer inbound and outbound audio.
- Passive noise isolation – Tighter ear cup fittings and materials like noise dampening foam physically prevent ambient sounds from bleeding in and distracting agents on calls.
- Active noise cancellation – Some more advanced headsets use built-in ANC (active noise cancellation) technology to electronically filter lower frequency ambient noise in real time. This further enhances call clarity.
Durability & Reliability
Call center headsets in Kenya get heavy use (often round the clock across shifts), so ruggedness is vital:
- Impact-resistant materials – Durable plastics, lightweight metals, and reinforced joints/extensions prevent breakage when headsets are dropped or improperly stored between shifts.
- Sweat/moisture resistance – Features like waterproof leatherette ear pads allow headsets to be comfortably wiped down after use.
- Kinking/twisting reduction – Reinforced, bendable boom arms and flexible cables accommodate normal user movement without damage.
Investing in headsets engineered specifically for call center needs drives superior comfort, audio clarity, and lifespan – all critical for maximizing agent productivity and satisfaction.
| Feature | Benefits |
|---|---|
| Comfort | Reduces pain, allows longer wear |
| Noise Handling | Improves call clarity |
| Durability | Withstands heavy daily use |
Important Considerations for Your Call Center Environment
When selecting call center headsets, it’s critical to assess the unique needs and constraints of your specific environment. Taking stock of these key factors will guide smarter product choices and configuration.
Call Center Setup and Size
The physical layout and capacity needs to be accounted for:
- Desk arrangements – Tighter desk spacing may dictate smaller wearing styles vs full-size models. Density also impacts noise isolation needs.
- Call flow systems – Compatibility with your phone/VOIP system is mandatory. This includes checking connectors, wireless pairing, and integration with multiple lines.
- Size – Larger operations require advanced noise cancellation and isolation not as critical in smaller centers. Scalability should also be considered.
- Growth plans – If rapid headcount additions are projected, ensure the selected vendor can continually supply enough stock.
Documenting this info will help filter suitable headset models and foresee future requirements as your operations evolve.
Usage Volume and Replacement Cycles
It’s smart to estimate both the daily usage load per agent as well as planned replacement cycles based on expected wear and tear:
- Average daily use – Typical talk times will estimate battery life needs and durability requirements. centers with more inbound vs. outbound calls may require more noise isolation as well.
- Replacement rate – This balances cost savings from lower cost units with the disruption of more frequent breakage and replacements. Target for whatever causes least impact.
- Spares/loaners – Have loaner/replacement units ready for when repairs or returns to vendors are needed. Missing a day of use is typically unacceptable.
Having data around expected headset lifespan informs more strategic purchase and replacement cycles.
Budget Limitations
Real-world financial constraints will dictate what is feasible to invest in your headset solution:
- Per unit costs – Lower-tier brands carry lower up-front costs but life span may be reduced. There are very high-end “pro” models as well with enhanced features that may not be necessary.
- Total budget – Calculate your total units required times cost per unit for the full investment amount. Phased purchasing may be required to meet goals.
- Regional availability – Global brands with local Kenyan supply availability often keep shipping/import costs in check.
Managing price expectations is key but avoid very cheap units that will undermine experience and require constant replacing.
Overview of Top Headset Brands in Kenya
Selecting from quality, business-grade headset brands used widely in Kenya call centers increases likelihood of good ROI and performance. Here is an overview of top options:
Jabra Headsets
Jabra offers a variety of headsets for different purposes, including office, music, and sports use. Some key models and features of Jabra headsets in Kenya are:
- Elite 10: These advanced earbuds are designed for work and life, offering clear calls, all-day comfort, and a Dolby Atmos experience.
- Jabra Engage 50 II: This headset is designed for clear customer calls and is suitable for various work environments.
- Jabra Engage AI: This headset is designed to analyze, empathize, and optimize user experiences.
- Wireless and Bluetooth Headsets: Jabra offers a range of Bluetooth headsets in Kenya, including over-the-head headphones, in-ear headphones, earbuds, and behind-the-neck headphones. These headsets are designed for all-day wear and are suitable for both office and sports use.
- Active Noise Cancellation (ANC): Jabra’s Advanced ANC technology delivers a bespoke sound experience by using scanning technology and in-built noise leakage detection to auto-adjust the earbuds for various environments.
Some pros of Jabra headsets in Kenya include:
- High-quality sound and clear calls
- Comfortable and suitable for all-day wear
- Advanced noise cancellation technology
- Wide range of models to suit different needs and preferences
Costs?
Jabra headsets in Kenya costs between Ksh. 8000 to Ksh. 55000
Logitech Headsets in Kenya
Logitech offers a diverse range of headsets, including office, gaming, and wireless options. Here’s a summary:
Key Models
- Logitech G735 Wireless: A versatile over-ear headset suitable for gaming and casual use.
- Logitech Zone Vibe 100: Lightweight, wireless headphones designed for office and remote work.
- Logitech H390: A USB computer headset with enhanced digital audio and in-line controls.
Price Range
The price range varies depending on the specific model and its features. For example, the Logitech Zone Vibe 100 is promoted with a free wooden headset stand, while the Logitech H390 is offered with a free mouse pad.
Categories
Logitech offers headsets in Kenya in various categories, including wireless, USB, and Bluetooth connectivity.
Pros
- Comfortable fit, especially for smaller heads.
- Good value and price-to-performance ratio.
- Well-performing microphones.
- Diverse range of offerings, from budget to premium headphones.
Cons
- The specific cons for Logitech headsets are not explicitly mentioned in the search results.
Plantronics Headsets in Kenya
Plantronics, now known as Poly, offers a wide range of headsets for various applications, including office, gaming, and wireless options.
Key Models
- Plantronics Poly CS540 Wireless DECT Headset: A single ear (mono) convertible headset with a noise-canceling microphone.
- Plantronics Voyager Focus 2 UC: Auriculares inalámbricos with a micrófono y soporte de carga, compatible con PC, Mac, y móvil a través de Bluetooth.
- Plantronics Voyager 4320 UC: Auriculares inalámbricos y soporte de carga, auriculares estéreo con micrófono de cancelación de ruido, conecta PC/Mac/Móvil a través de Bluetooth, certificado de Windows Teams.
- Plantronics Voyager 5200: Audífonos inalámbricos con Bluetooth 4.1.
Price Range
The price range varies depending on the specific model and its features. For example, the Poly Savi 7220 is going for Ksh. 6500 and is available on Buytec.co.ke
Categories
- Plantronics offers headsets in various categories, including wireless, Bluetooth, and DECT connectivity.
Pros
- Comfortable fit, especially for smaller heads.
- Good value and price-to-performance ratio.
- Well-performing microphones.
- Diverse range of offerings, from budget to premium headphones.
Cons
- Specific cons for Plantronics headsets are not explicitly mentioned in the search results.
For specific pricing and detailed pros and cons of each model, it’s recommended to visit Poly’s official website or refer to customer reviews on e-commerce platforms.
This comparison helps narrow down models that align to your budget, performance needs, and tech stack. On-site demos of finalists are recommended before large deployments.
Prices of Call Center Headsets in Kenya
Purchasing and Implementation Best Practices
Once headset models are selected, following best practices for purchase, rollout, and ongoing use ensures a smooth experience:
Vet Vendors Thoroughly
Scrutinize potential vendors beyond just comparing headset specs:
- Pricing discounts – Volume purchases should warrant 10-15% discounts from reputable suppliers.
- Included warranties – Aim for 1-2 years of repair/replacement coverage. Longer shows confidence in durability.
- Inventory availability – Ensure ability to fulfil orders quickly as needs arise without long lead times.
- Technical support – Response time and process for troubleshooting and returns should be clearly defined.
Vetting overall vendor competency reduces delays and costs.
Train Agents on Proper Use
For maximum headset lifespan:
- Storage/transport – Supply cases for storage between shifts to prevent cable kinks, scratches, debris.
- Physical handling – Demonstrate proper grasping of bands/cups instead of cables which risks connections loosening over time.
- Charging – For wireless models, enforce charging in designated bays overnight to maximize battery health.
Education is essential to minimize human error that shortens usable duration.
Set Replacement Cycles
To balance cost savings with quality assurance:
- Inspection intervals – Every 6-12 months, inspect for wear/damage and proactively replace units approaching end of functional lifespan.
- Loaner pools – Have spare inventory available for immediate swaps when repairs or returns are needed so no agent dowtime.
- Upgrades – Revisit market every 2-3 years for latest models that may better suit evolving business needs.
Proactive replacement policies ensure critical equipment remains functional.
