One of the first questions to ask when you buy headsets is whether they're compatible with your phone system. A trend we have found with headsets, including the models we tried, is that most headsets can adapt easily to a wide variety of phone systems. Besides trying out headsets, we spoke with distributors who shared their opinions about how call centers should set their priorities in choosing headsets. Comfort is also important. They want headsets that are able to be fixed quickly.
Sound quality is another crucial consideration.
Price, also an important factor, doesn't vary significantly among headsets that call center agents use with their phones. Many distributors offer volume discounts. All the distributors we talked with agree that monaural headsets are the most popular. A monaural headset consists of a headband and only one earpiece. Binaural headsets have earpieces that cover both ears.