Case Study: The Clear Truth About Better-Sounding Headsets
A study was conducted by Vidal Consulting Group at a retailer’s inbound contact center with over 500 seats. It was designed to identify the effect of superior noise-canceling headsets (defined as those able to eliminate 90% or more of background noise) on this retailer’s contact center performance, by tracking certain key performance indicators. The results show a marked improvement in both the agent and customer experience, a significant decrease in average hold time and a meaningful increase in revenue per call.
A total of 80 agents took part in the study, 40 in the Control Group, who used the same headsets throughout the study, and 40 in the Sample Set, who were given VXi headsets after the first 4 weeks. Half of the sample set (20 agents) received VXi Passport 21V binaural headsets, and half were given VXi V150 Wireless Office headsets.
After 3 weeks using VXi headsets, there was a marked improvement in both agent and customer experience. There was increased focus and engagement on the agent’s part and higher satisfaction for the customer. Overall average hold time fell 17% (those using the V150 wireless headset showed a hold time decrease of 23.4%), while revenue per call showed a net increase of 21% compared to the control group. The contact center’s management summarized the results like this: Better Agent/Customer Engagement = Happier Customers = More Sales.
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