With one chance to make a great first impression, the right headset makes all the difference.   Remote agents need to sound clear, knowledge and professional.  But the headset is often the last piece of equipment a remote agent considers. 

The range of options for headsets has grown along with their technology.  Prices have jumped as well, making this an important financial decision . We’ll walk through the key questions a homeshoring remote agent needs to ask and other factors to consider. 

1.       What are you connecting to:  Desktop Phone or PC (or both)?

Headsets can connect to almost anything – directly to a PC or to a desktop phone.  A PC headset usually has 2 plugs one for audio and the other for the microphone. This is used for web based applications like Skype.   This is often found in small office situations, not remote agent homeshoring roles.

Some headsets can be connected to both computers and telephones, and switched between them using a USB or other connections.

Usually the remote agent has a dedicated land line (plugs into a phone jack) phone.  The headset plugs into the phone.

2.       How noisy is your workspace?

If you are working in an office with background noise,  a headset with noise cancellation built into the microphone is a good idea.  Noise cancellation is designed to reduce background noise so your callers hear only you.  Noise cancellation is designed to block out the humming or whining sounds, not human voice (even whining human voices).  If the noise around you is other talking, Noise Cancellation won’t have a big effect.

3.       Do you stay at your desk or need to get up for more information?

If you have to get up to retrieve more information during the call, a wireless headset is a good idea.  Wireless Headsets allow you to roam away from your desk with no cords connecting you to your phone.

Corded headsets have a small cable from your headset to a headset amplifier and then connected to your phone.

A compromise is a partially-corded headset.  There is a cord from your headset to a belt pack amplifier (wireless amp) but there are no cords attached to the phone. The belt pack amp is clipped onto your clothing, giving you the freedom to roam.

Roaming is great, but many remote agents are logged into Call Management System that deliver voice and data together.  This means that the data appears on your computer screen the same time the call comes in.  If you are away from your computer – and answer the call, this creates a problem.

4.       How much do you need to focus on your calls?

If are in a one person office or don’t have to talk a lot to others around you, a Dual Ear or binaural headset is a good choice.  It covers both ears so you can focus on your callers.  The Single Ear or monaural headset keeps you in touch with your surroundings.

5.       How important is comfort?

Scrimping on a comfortable headset is pennywise and pound foolish.  With that in mind, there are 3 styles of headsets

Over-the-head style headsets consist of a headband that goes over your head, an earpiece and a microphone that goes in front of your mouth.   Look for an adjustable click-stop headband for a good, comfortable fit.

Over-the ear headsets cover your ear only. No headband means the headset does not interfere with your hair. The flexible earhook slips over the ear and fits your ear. This style is a good choice if don’t like anything on your head.

Convertible headsets give you multiple wearing options,  over-the-head and over-the-ear. You decide which is best.

Remember to get pillow soft ear cushions on your headsets. Some headsets have foam ear cushions while others have leatherette cushions. Choose the ear cushion you think will be most comfortable for you.  Later you can replace your ear cushions,  by purchasing a Refresher Kit for your headset.  The kits include replacement ear cushions designed specifically for your headset style.

6.       What do you want to speak into?

Remember, how you sound is critical to a remote agent’s success.  There are three types of microphones used in headsets:

A Flex Boom allows you to adjust and move the microphone boom near your mouth to get the best quality when you speak.  You can easily adjust the microphone away from your face to drink or eat without removing your headset.

The SoundTube Boom is a metal alloy tube that creates a clear, crisp sound. They are sleek, lightweight and features a noise-cancelling microphone.  It’s a good choice for moderately noisy rooms.

The Midi Boom is a compact, sleek boom with a directional microphone.  It’s designed for private offices with low background noise.

7.    How much do you want to spend?

With all the choices and technology – headset prices are all over the place.  Starting simple with a good mid range corded headset is between $60 to $75.  Add in wireless and you can spend over $200.

A headset is the essential tool for home based small businesses.  When you understand the choices, you’ll get a better headset at a reasonable price.