Caring for and properly servicing a headset makes it last longer. Here are some great tips from the experts.
That expensive ACD or predictive dialing system probably gets all the attention of your technical people. But can you think of a bigger day-to-day hassle than keeping your headsets in working order? It’s a problem for most call center managers. Here is some advice on how to avoid the most common headset repairs and strategies on how to make your headsets last.
DISCONNECT, DISCONNECT, DISCONNECT.
1. Pull the disconnect, not the cords. Like location to real estate, this one bears repeating. Pulling on the wire instead of the disconnect is probably the number one cause of headset repairs. Pulling on the wires can cause shorts in them. And that’s bad news.
2. If the quick disconnect has a tab, use it. Proper use of the quick disconnect will extend the life of your cords. The proper procedure is to use both hands to hold the plastic plugs— not the cords— as you pull apart. Some quick disconnects have a release button to make this process simple. While the tab can assure that agents always grasp the quick disconnect and not the wire, some people just don’t pay attention. This almost always breaks the disconnect and means the headset needs to be sent for repair.
3. Headset respect begins with the quick disconnect. The quick disconnect is the center of headset problems. When people don’t treat their headset with respect, you get a shorter headset life.
4. Quality counts. Our Experts say when call center managers let their agents get involved in the headset selection process and let them realize its value, their headsets will last longer. "We’ve had customers with the same headsets six or seven years," he says. "They send it in to be refurbished, but they want it right back." The way to inspire this kind of loyalty in your agents and longevity in your headsets is to give your agents quality headsets they had a hand in choosing and that help make their jobs easier and more comfortable. Do this, says our experts and you’ve won the headset life battle. "If it feels comfortable to them, they won’t fiddle with it all day," he says. "If the sound quality is good, it makes them feel good, and they’ll take care of it. If it helps them do their job, they’ll appreciate it. When agents value headsets, they treat them the same as they would if you gave them a Mont Blanc pen." But what if the turnover in your call center is very high and there is no way you can offer each agent a new headset of their own choosing? Our experts offers two suggestions in ways 5 and 6:
5. Make it new. "Most manufacturers offer a refurb kit that includes new foam coverings for the ear and microphone, and cleaning pads for the rest of the headset," Sometimes this means sending the headset out to be refurbished. "When you have a new employee, you clean out their desk before they start so it’s not filled with trash," he says. "Give the employee’s headset the same attention."
6. Give them a choice anyway. Innova Telecom offers headset models that come complete with three different style options (headband, around- the- ear and "ear ring"). The headsets come with the accessories for all three options, so the agent can select which option works best, even if they didn’t get to select the headset before it was purchased. "Headsets like these give agents all the positive cues," he says. "They can be worn in a variety of ways. The more we make employees feel there is a bit of a democracy, the better they will treat their headsets." We feel that about 30% of all agents are unhappy with their initial style selection. "Even though headsets are good looking, with James Bond using one, many people just pick the one that looks the most minimal," he says. Later, 30% say they want something more stable and want to switch to an over- the- head or headband model. With those extra headset parts in stock, you can accommodate those requests. Simply have the agent swap the parts that change the headset from one style to another.

Nothing technical is required.
7. Don’t share. Your kindergarten teacher would not be pleased, but it’s best if your agents have their own headsets. We recommend that you assign headsets to each end user rather than sharing. You will be surprised how much better care people will take with the equipment when it is their sole responsibility.

8. Don’t let them be fooled by size. A headset is an investment for the company, just like a computer. Yet most agents treat their computers with a lot more respect than their headsets. The size makes the headsets seem less significant. Agents don’t know how expensive they are. If they have no accountability, they have little reason to take care of their headsets.

KEEP IT CLEAN.
9. No alcohol. We don’t mean that drinking and headsets don’t mix— well, actually that is another good point— they don’t. But while alcohol is fine for cleaning the metal parts of your headsets, all of our experts agree that it spells disaster for all the plastic parts. They say that alcohol will dry out your headset cords, causing them to split and fray. It’s important to clean your headset regularly. You need to remove makeup, sweat and even dust. A damp (not wet) soft cloth does the best job. For disinfecting (also important) use the disinfectant wipes sold by most headset distributors and some drug stores.
10. Don’t dunk. Whenever possible, take your headset off prior to eating or drinking. Or at least try not to dip your headset into your food!

DON’T GET TWISTED.
11. Don’t wrap your amps. Some agents wrap the headset cords tightly around the amps when putting their headsets away. It may look neat, but it’s a big mistake.
12. Keep cords off the floor. It’s amazing how often cords and disconnects are destroyed by being run over by a chair. The best way to keep cords off the floor and away from your chair and feet is to use cord clamps that attach to your desk in strategic places. These cord clips will also reduce the stress that builds at the connection to the amplifier where failure often occurs. They also keep the cords from disturbing things on your desk like your coffee cup.
13. Protect them from heat and cold. Extreme heat can deform the plastic in your headset, while cold weather makes the cord and all plastic parts brittle and stiff. The solution is not to put your headset in your car when it’s hot outside or to put it outside at all when it’s very hot or cold.
14. Use the cloth bag or other storage cover. The best way to store your headset is in the cloth bag it comes with or the box it is shipped in. Throwing them in a desk drawer will only pinch and break the wires when they get stuck in the drawer. Storing the headset properly helps preserve them.
15. Treat it with grace. Hang your headset up rather than putting it in a drawer and then yanking the cord to find it. A headset is smaller than a handset or a telephone, so you have to treat it with more grace. Give your agents quality headsets they had a hand in choosing. Putting the headset in a bag or other container will prolong its life while cutting down the amount of lint and dust it is exposed to.
16. Don’t force it. If any part of the headset resists you, don’t force it. While some headset parts are flexible, others were not made to move. If you are trying to adjust something and the part doesn’t move, think of another way to accomplish the adjustment
17. Pay attention to the offs and ons. Putting your headset on and taking it off can damage it if you are rough about it. Don’t grab or yank your headset when you take it off. And if you remove your headset during the day, use a headset stand to keep it cradled safely. The stand will also help agents’ desks look neater.
18. Don’t get in a habit. Some agents get into the habit of twisting their flexible microphone booms while they are on the phone. This can cause the boom to break. While a flexible microphone boom should be able to handle any amount of minor adjustments, chronic fidgeting with it could shorten the life of your headset.
LIKE OTHER ELECTRONICS.
19. Treat it like a stereo. Headsets can’t take much abuse. Agents should treat headsets the way they would treat their computer or stereos at home. If handled correctly, a headset can last for years. If not, you are lucky if it lasts 90 days. Deliberate abuse can void the warranty offered by some manufacturers and repair operations.
20. Beware of static. Static (or the proper technical term—electrostatic discharge (ESD)) is everywhere. People in the East are more conscious of ESD because cold, dry air and indoor heating all come together. In other locations, ESD can build up despite the air being humid. If static is a problem in your call center try to touch something else first before touching your computer, telephone or headset to discharge the ESD harmlessly. A lot of this equipment is already protected for ESD, but some people carry more of it and some products have different levels of protection. Over time it can break down electronic equipment.
CHANGE PARTS.
21. Change your accessories often. This includes earpads, voice tubes, eartips and windscreens. Failure to do so will result in extreme grossness, as well as headset failure. It’s amazing how often people send in headsets for repair when all they need is a new voice tube (SoundTube). Tubes can get plugged with things like make-up, tuna fish and jelly donuts. Even saliva from normal talking can clog a voice tube. How often parts need to be changed varies from person to person. People who wear lots of makeup or lipstick, and people who eat or drink while wearing their headset, will need to change their accessories more frequently than other agents. A good rule of thumb is if your foam is dry, stiff or falling apart, it needs to be replaced.
22. Keep your accessories on. You wouldn’t think a headset would be very comfortable without an earpad, but apparently people do. All of our experts mentioned it. Your windscreen not only protects the sound quality by screening out breath puffs, but it also protects the mic from vapor and food. The mic cover is all you have to protect a very expensive mic from your environment, so be sure your staff uses them if recommended by the manufacturer.
23. Replace the windscreen when you have a cold. OK, this won’t extend the life of your headset, but it will make your agents happier if not healthier. It’s the same as with a toothbrush. If you have a bad cold, get rid of your windscreen. If you had any type of infection along with your cold, the windscreen, being moist and warm, could harbor the bacteria.
24. Keep spare parts on hand. Don’t make your agents use headsets that are falling apart. Have spare parts on hand so when things wear out they can be replaced quickly and not create wear on the headset itself.
MAKE THE CONNECTION.
25. Clean the connection— especially in prong plug headsets.

Prong plug, PJ- 327 type connectors will oxidize and this will cause static. Plug and unplug them at least once a week to keep the contact surfaces clean.
You can further stop static by cleaning the contacts regularly, either with alcohol (it’s safe for metal parts) or electronic contact cleaner. The part the headset plugs into should be cleaned every four to six months.
BATTERIES?

26. Change the batteries. If the amplifier doesn’t seem to be working properly— change batteries. Better yet, make sure your call center stocks the correct type of batteries. Think this never happens? It is easier to change a dollar’s worth of batteries rather than send your headset on a Rs.850/- trip to the repair shop.
AND, OF COURSE…

27. Read the manual. It should tell you all you need to know to keep your headsets working for years.

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