The reliability and durability of the headset is also an important factor. Comfort and style should then become your next considerations. Above all, says Belik, you have to know about the noise levels in your call center environment, including whether agents are in high-walled cubicles or open spaces. Often, the type of space you work in determines the type of headset you use. You have to treat them a little more gingerly than a monaural or binaural headset, which you can beat up pretty good without worrying about it.
Some headsets convert from being worn over the ear to over the entire head.
The benefit of a binaural headset is that agents can't hear what is going on in the call center, and are forced to pay attention to the call that they have, says Vokoun. Most call centers lean toward this type of headset if it is in their budget. She says that supervisors usually wear monaural headsets to keep one ear on what's going on in the call center. Most headsets are worn over the ear, although this is a matter of personal preference, she adds. Comfort should also play an important role in your headset purchasing decision.