For the most part, if agents are seated in cubicles and if your center's floors are carpeted, you might not need noise cancellation. Ahern Communications occasionally calls its clients' call centers to test noise levels. The company determines whether to recommend noise-cancelling headsets to a client based on the amount of audible background noise in the client's call center. This model lets agents move the microphone and the earpieces to comfortable positions. Some headset distributors suggest that their customers consider convertible models so that agents can select headset styles they prefer.
Convertible headsets give agents a lot of different options.