Jabra and Frost & Sullivan Release Survey Detailing Global Trends in Contact Centers
Contact Center Managers Report Concern Over Sound Environment, Importance of Headsets to Increase Satisfaction & Productivity
NASHUA, N.H., April 24, 2012 /PRNewswire/ -- Contact centers can be noisy places to work. The sound and disruptions from the many calls taking place at the same time can result in missed sales opportunities, misunderstandings and reduced productivity. A recent study* conducted by Jabra and leading analyst firm, Frost & Sullivan, found that 73% of contact center managers surveyed rated quality headsets as the number one factor for creating a satisfactory work environment. The study polled contact center managers in five countries around the globe to research the connection between a good sound environment, employee satisfaction and increased productivity in the contact center.
"One of the most prevalent issues reported by contact center managers is the noise disturbances that prevent 'good conversations' between the customer and agent from taking place," said Kelly Myers, senior director of marketing, Jabra North America. "Our headset solutions not only allow contact center employees to clearly communicate with customers but they also provide the freedom to focus on the task at hand and therefore increase productivity."
Distracting sounds that break the concentration of a contact center agent are an issue within both outbound and inbound contact centers. Ninety one percent of the contact center managers surveyed actively strive to reduce sound disturbances by removing background noise caused by loud coffee machines or copiers away from the active work area and by laying carpets over wooden floors. Just as important, 89% are working on improving the sound quality of the actual conversations.
Reducing background noise is especially crucial for large contact centers with 500 or more agents. According to the survey, 95% of these managers were acutely aware of sound disturbances and, in addition to helping reduce the background noise, have chosen to implement headsets with noise cancellation features in order to optimize the sound quality of conversations. Seventy three percent of managers polled responded that a quality headset was the most important factor in creating a good work environment in the contact center. That number jumped to 91% in large contact centers where managers said that a quality headset is key to reducing stress and increasing employee satisfaction – and thereby productivity.
"We firmly believe that contact centers of all sizes can realize the many benefits that a high-quality headset provides," said Brendan Read, industry analyst, Frost & Sullivan. "As our survey shows, the noise cancelation features of a quality headset are top of mind with contact center managers across the world. The added values of call clarity and reduced sound disturbance will eventually lead to improved customer conversations, greater productivity, fewer distractions, and compliance with noise-at-work regulations."
Jabra's contact center products are available through our channel partners. To experience the suite of contact center products first hand, visit us at HDI (April 24-27, Orlando) Booth #302 or visit us at Jabra.com/AmazingStories to enter your "Amazing Story" for a chance to win a Jabra prize kit.
*The survey polled 250 contact center managers in Great Britain, France, the United States, China and India and was conducted in December 2011.
Jabra is the brand of GN Netcom, a subsidiary of GN Store Nord A/S (GN) - listed on NASDAQ OMX. Jabra employs approximately 850 people worldwide and in 2011 produced an annual revenue which amounted to DKK 2,106 million. Jabra is a world leader in the development, manufacturing, and marketing of a broad range of hands-free communications solutions. With a reputation for innovation, reliability, and ease of use that goes back more than two decades, Jabra's consumer and business divisions produce corded and wireless headsets, plus mobile and in-office speakerphones that empower individuals and businesses through increased freedom of movement, comfort, and functionality.
© 2012 GN Netcom A/S. All rights reserved. Jabra® is a registered trademark of GN Netcom A/S. All other trademarks included herein are the property of their respective owners. (Design and specifications subject to change without notice)
NOTE: This release and is the first in a series of releases focusing on global trends in the contact center industry.
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