Do you want the best headset? 
Choosing the right headset for your Call Center is crucial for both Agent comfort and customer satisfaction. Professional sounding microphone audio ensures clear communication, reducing call fatigue and improving customer experience.
In this blog, I will discuss four solid choices that you can consider if you’re in the market for new wired headsets for your Contact Center Team, and what makes these headsets appealing. When we evaluated, and compared each of these headsets, we tested them for their microphone audio quality, how well they removed unwanted background noise, and how well they maintained the voice quality when noise was present.
To learn more about these headsets, you can continue reading this blog post, or you can watch our video review comparison below. Either way, you should come away with a little more information than you started with.
Our Tests
In our tests, we simulated background noise using a speakerphone to replicate different sounds such as:
- Typing
- Babies crying
- Typical office noise
We applied these tests to each of the headsets on this list to ensure fair and consistent testing across all models. This approach provides a reliable benchmark for microphone performance, even if it might differ slightly from real-world situations. And though these tests are by no means scientific, it does give you a good sense of how well it can remove noise, and maintain voice audio quality.
The Headsets We Tested:
- Epos Impact 700 Series & 860: A high-end headset known for comfort and exceptional audio quality. Availabe in mono (model 730) or duo (model 760) wearing styles.
- Blackwire 8225: A popular choice from Poly, offering durability and noise cancellation.
- Jabra Engage 50 Mark II: A feature-rich option from Jabra, designed for busy Call Centers.
- Blackwire 3320: An entry-level headset from Poly, suitable for basic Call Center needs.
Microphone Performance Comparison:
We tested each headset microphone in a few environments: quiet and a loud open office setting, and with typing and babies crying. Here's a breakdown of the results:
-
Quiet Environment: All headsets performed well in a quiet environment, delivering clear and crisp audio. Subtle differences did exist, but overall quality remained high and those differences were negligible with each model performing very satisfactorily.
- Loud Open Office Environment: This scenario is more representative of a typical Call Center. The test included noises such as people talking, typing sounds etc.
- Babies crying + pets. This speaks to those who work from home, and have young children. And if this sounds familiar, then I'm sure you understand how distracting the sounds of little ones can be. Add in the sounds of the family pet and you have an ever bigger challenge on your hands.
- Epos Impact 700 & 800 Series & Jabra Engage 50 Mark II: Both headsets excelled at minimizing background noise. Voices remained clear and easy to understand, even amidst the open office sounds. That’s important to note because some headsets excel at audio quality, or noise reduction, but struggle to maintain good voice audio quality when the microphone is busy reducing background noise.
- Blackwire 8225: This headset offered decent noise cancellation, effectively reducing some background noise. However, it might not be ideal for exceptionally loud Call Centers because the noise reduction is lacking which can cause callers to become distracted, while at the same time, poor noise reduction can also mean a poor image or perception by callers.
- Blackwire 3320: As an entry-level option, the Blackwire 3320 struggled more than the other models in noisy environments. Background noise was more noticeable, which can impact call quality. So if you have a lot of noise in your work environment, the Blackwire 3320 may not be the most ideal solution when there are other choices available that do a better job to remove noise.
Other Things To Consider:
While microphone quality is always important, other factors might also influence your Call Center headset decision. Here are some key points you may want to consider:
- Comfort: It's not uncommon for Call Center Agents to wear headsets for extended periods. So choose a lightweight, comfortable design with proper padding can help to prevent fatigue and limit the chances of Agents developing headaches. When Agents aren’t focused on the discomfort of a headset, they stay focused on the core message, and get more done.
- Durability: Call Center environments can be demanding so look for headsets that are designed for use in Call Centers, and built with high-quality materials capable of withstanding the demands of a Call Center. Keep in mind that headsets that use lightweight materials, doesn’t always mean it’s cheaply built, inferior and unable to withstand a rigorous schedule. Some lightweight materials these days are known to be stronger than steel.
- Features: Consider valuable headset features like noise cancellation, busy light indicators, and in-line controls for call management. Having the right features for your exact needs will make a big difference in efficiency, user convenience and satisfaction.
- Compatibility: Ensure the headset seamlessly integrates with your existing phone systems or Unified Communications (UC) platforms. Headsets can vary in their ability to connect to devices, so it’s always a good idea to double check that the model you’re interested in is compatible with the system you use, or plan to use.
- Warranty. Often overlooked is the warranty. Most wired headsets will come with a 1-year, or 2-year warranty, though you can find models that include and even longer warranty. It’s hard to argue that longer warranties are better than shorter ones. So when you’re shopping for new headsets, take a moment to find out how long the warranty lasts, and what it includes. Not all warranties offer the same coverages, so make sure you ask so there’s no surprises later on. Longer warranties give longer peace of mind, and help you to avoid added costs.
The Power Of neep Ai Noise Canceling Software
For those seeking the absolute best in noise cancellation, consider neep Ai noise canceling software to pair with your preferred audio device. This innovative software leverages AI technology to remove background noise on both sides of the conversation from any audio source, further enhancing call clarity. Learn more about neep and its features, or to claim your free demo at neep.com. You can also watch our neep video below.
Final Thoughts:
Finding the right headset for your Contact Center can be challenging. Hopefully you were able to get an idea or two from the points raised in this blog.
Microphone sound quality, noise reduction and comfort remain at the forefront of most Buyers list. But reliability, and a headset’s warranty are also factors to consider. No matter which make or model you choose, you want to make sure you buy it from a reliable source that’s knowledgeable on the subject, and where possible, you want to get a good price too. So if you’re like me, always interested in saving money, then check out the money saving tips below.
Ways To $ave On Call Center Headsets:
Headset Advisor offers several ways to save on Call Center headsets:
- Coupon Code BLOG: Use code BLOG at checkout for immediate savings on your headset purchase. We all like saving money, so claim your discount today.
- Trade-In Program: Trade in your old headsets for cash or credit towards new models. This helps to lower the price of new headsets, and you can use the coupon code in combination with the trade-in credit, for even more savings. Trading in old headsets also helps to keep them out of the landfill.
- Headset Lease Program: Enjoy a budget-friendly monthly payment plan for your Call Center headsets. We all face budget challenges, and the Headset Advisor lease program helps you get the equipment you need, when you need it without an upfront capital investment.
Let Headset Advisor Help You Find the Perfect Solution:
