Call Center

The all-day comfort and superior sound quality of our headsets empowers
contact center workers to provide exceptional service.
Improve the customer experience

Customer service has seen more change in the last five years than it has in the last 35 years combined. Given higher customer expectations, multiple points of engagement, and the growth of social media, your company’s brand reputation is now under public scrutiny more than ever.

For that reason, it is your most valued staff that answer the calls that come in every day. These are the people you can trust to talk directly with customers because they have the skills to influence how your customers perceive your brand. And changes in workplace design and practices can make it easier to recruit better talent.

Explore how you can provide a better customer experience, and empower your staff with better products, newer technology, and smarter workplace design.

Products
EncorePro 300 Series

Customer Service Headsets

Savi 700 Series

Wireless Headset System

DA Series

USB Audio Processor

CS500 Series

Wireless DECT Headset System

MDA100 QD Series

Analog switch for Quick Disconnect (QD) headsets

MDA400 QD Series

Analog switch for Quick Disconnect (QD) headsets

Understanding the people in your contact center

Our experience working with contact centers of all sizes around the world has helped us understand contact center employee behavior, device preference and workstyles and how noise and distraction affect their ability to get work done.

HERE’S WHAT WE’VE LEARNED ABOUT CONTACT CENTER BASED WORKSTYLES:

Customer Service Representative (CSR)

HANDLES URGENT REQUESTS FROM CUSTOMERS QUICKLY AND EFFICIENTLY

  • Works at their desk in an open area filled with other CSRs and the sounds and commotion of a busy contact center
  • Spends the majority of the day with a headset, managing inbound and outbound calls
  • Occasionally works using different channels like email
  • Spends most of their time communicating with customers

Help Desk Support

MANAGES INTENSE, OFTEN LENGTHY, CUSTOMER CALLS

  • Spends most of the day at their desk
  • Relies on a headset as the main source of communication and as a way to reduce background noise to hear and be heard effectively by customers
  • Uses their PC to troubleshoot customer concerns and provide positive resolution
  • Occasionally works using different channels like email and chat

Supervisor

SUPPORTS CSR WITH CALL ASSISTANCE AND TRAINING

  • Handles inbound escalations, coaching (side-by-side and remote) and quality assessment
  • Concerned with the challenges of noise affecting not only their ability to deliver good customer service, but also their ability to focus on supporting CSRs
  • Is tech-savvy, frequently using smartphone and laptop
  • Occasionally uses other communication channels including email and text using smartphone and laptop

High-Level Support

GUIDES AND SUPPORTS CSR ON MOST CHALLENGING CALLS

  • Has a high career level and most flexible work location
  • Takes inbound and outbound calls, and conference calls
  • Depends on wireless headset, and also uses smartphone and PC
  • Does extensive off-call work requiring extensive focus and concentration within a noisy environment
  • Is tech-savvy, widely using other channels including email, text, chat and video conferencing
Noise-canceling solutions
Purpose-built and contact center proven
Featured Contact Center Product
EncorePro 700 Series

With extendable boom and optimal noise cancellation, EncorePro 700 Series is a fully integrated audio asset management solution for delivering outstanding customer experiences.

Best for:

  • CSR
  • Supervisor
  • High-Level Support
Hear the Difference

Compare the sound quality of a Plantronics headset with a common alternative device in a contact center environment.

Click below to hear the call on Plantronics EncorePro 700 Series

Click below to hear the call on a standard desk phone