Find out how wireless headsets can improve productivity in your contact centre

1. 37%

2. Wireless Headsets In Contact Centres How are wireless headsets best used within contact centres? Customer Case Study with Sage Ireland How you can achieve improved productivity with wireless in your CC Additional benefits that wireless headsets can provide

3. How are wireless headsets best used in contact centres? Supervisor Increased mobility for escalation Team collaboration

4. How are wireless headsets best used in contact centres? Customer Advisor Document retrieval Escalation to supervisor or subject expert

5. How are wireless headsets best used in contact centres? Helpdesk and Support Access to test labs for customer support Access to local equipment for onsite IT support

6. Customer Case Study with Sage Ireland Setup: Two teams with similar roles & responsibilities Team 1 – cordless headsets Team 2 – corded headsets Three month measurement period Tracking via ACD statistics: Hours Worked for Month No. of calls out per month No. of calls In per month Total Number of calls Number of calls per hour worked Talktimeper month % of time on calls

7. Results from trial

8. Sage Contact Centre Characteristics Inbound & Outbound calls Helpdesk function Requirement to refer to information sources away from desk (paper files, colleagues) Significant “off call” administration required (form completion, colleague referral, prior activity progress reviews………) Non-intensive call rate (sub-35% of available time on active calls) Employed for problem solving skills rather than pure telephony skills

9. Improvements from wireless Answer or maintain calls while retrieving information Answer or maintain calls while testing customer configurations Answer or maintain calls whilst consulting with colleagues Get to the coffee machine! It’s all about maintaining communications

10. Additional benefits that wireless headsets can provide Enhanced ergonomics Screen breaks – move away from monitor Encouraging movement for older workers Stand up – exercise those vocal cords Privacy Move to closed environment Freedom Ability to move unhindered

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