Most call centers prefer to use headsets that cover both ears. This allows agents to focus on calls better, with less background distractions. Covering both ears will also reduce the over-all volume in the room as agents don’t feel the need to talk louder and over each other. You have headsets that are in-the-ear, on-the-ear and around-the-ear. For best results, you want a headset that creates the best barrier for sound, making it as easy as possible for your agents to hear.