BenchmarkPortal Begins Research Survey on Headsets in Contact Centers

By Matt Paulson
TMCnet Contributing Writer

BenchmarkPortal is one of the original pioneers of contact center study, possessing the largest database of contact center metrics on the planet. Of course, keeping this database up to date is a full-time task. That's why, starting on July 10^th, BenckmarkPortal began conducting online surveys that asks industry leaders and experts about their use of and perceived effectiveness of headsets in their business. As such, the company is inviting anyone with the appropriate experience to input their opinions on the matter.

The survey is open to contact center managers, professionals and executives among others, who are all informally invited to give their opinion on how much of an impact headsets have had on their contact centers. Headsets are becoming increasingly popular for call centers, due to several factors including increased sound quality, higher comfort levels for call center agents and an increase in efficiency while simultaneously lowering costs. In theory, these factors all come together to provide a better experience for the customer while keeping call center agents alert and upbeat, but BenchmarkPortal (News - Alert) wants to gather hard statistics on this concept to see how much truth it actually holds.

“We are interested in your opinion regarding headset preferences, attributes, and their impact on the contact center customer experience,” says BenchmarkPortal survey manager, Eva Grossman. As an added incentive to the survey, Benchmark will award 5 participants with Solemate Wireless speakers, offered by the survey's main sponsor Jabra (News - Alert). “Please forward the survey link to other contact center managers,” she continues, “Participation in the survey will take no more than 2 minutes. Responses are anonymous and are gathered and shared for statistical purposes only. The data will not be used to identify you personally, or your contact center, in any way.”

Those interested in taking the survey can access it here.