Individual or Shared Headsets

[llurie]

I run a multi-shift call center with about 600 agents. I'd like your thoughts on the idea of issuing a headset to each agent, that he is personally responsible for, versus sharing headsets between multiple agents.

[Jason]

Hello Ilurie -

I highly recommend individual headsets. Shared headsets is just too unappealing for those who have to share with others who have different hygiene habits, use excessive make-up, hair products, etc. Sharing also removes all accountability for missing and broken units, as everyone can simply blame their partner(s). I've worked in a shared headset environment due to budget constraints and believe me, it's not fun. It lowers morale and makes agents feel "unworthy" and you'll spend half your time issuing foam replacements (or even washing funky ones). With 600 reps, you'll definitely want to track who has each unit, and hold them accountable for keeping them in working order. Like anything else, if left unchecked your costs will escalate.

Hope this helps a little. Good luck.

Jason