3 Minute Contact Center Headset Survey - Win Wireless Headsets

Question Title

* 2. How would you describe your level of involvement in selecting HEADSETS for your company?

I am not involved in the selection of headsets for my company

I make the decision from a catalogue/selection provided by HQ, IT or similar

I can make the decision myself, but with input from the deciding group

I part of the deciding group, but I don’t make the final decision myself

I make the final decision myself, without additional input

Question Title

* 3. Do you purchase headsets for any of the following professionals in your company?

Please select all that apply.

Contact centre agent

Support center agent

Civil service agent

IT support

Telemarketing/Sales

Other (please specify)

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* 4. How many agents are in your contact centre?

1-49

50-99

100-199

200-299

300-499

500+

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* 5. How many agents are you involved in buying headsets for?
(please provide your best estimate if you don’t know the exact number)

1-49

50-99

100-199

200-299

300-499

500+

Question Title

* 6. What best describes your contact centre?

An outsourced provider of service, sales or support

Primarily an internal support department

Handle external customer service or support

Outbound calls to potential and existing customers

Omni-channel contact center that handles customers (calls, chat, e-mails…)

Question Title

* 7. What technology do you handle calls with?

Analogue platform – e.g. desk phone connected to a non-digital platform

Digital on premise platform – e.g. used for softphone

Cloud based platform – e.g. used for softphone

Don't know

Other (please specify)

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* 8. What contact centre provider handles your calls?

Avaya

Cisco

Amazon Connect

Genesys

NICE InContact

Five9

RingCentral

8x8

Other (please enter)

Question Title

* 9. Thinking about the headsets in your contact centre, what best fits your thoughts about them?

A critical piece of hardware. We need the best we can get for our agents.

I don’t really care. They just have to work.

A source of problems; connectivity, replacement etc. Lots of work.

Important, but rarely on my mind. Looking for a balance of cost and features.

Question Title

* 10. Which parties are usually involved in the decision on which headsets should be purchased for the contact centre agents – e.g. brand, which type of headsets and at what price?

Our hardware reseller/provider

External system integrator supporting our IT

Our CRM-vendor

Procurement

Business Owner (Head of Customer Service, for example)

Contact Center Lead / Manager

Agents

Senior Management

Supervisors

Our contact center platform provider

Other (please specify)

Question Title

* 11. Which of the following attributes do you expect to be most important when buying a headset for contact centre agents in the future (next 2-3 years)?
(Select up to 5)

Brand of the manufacturer

Warranty and terms

Wearing comfort

Many wearing style options: One/two earcups, around the neck, etc.

Analytical capabilities (headset can measure noise in surroundings, headset can tell agent if microphone is misplaced, and SDK’s for easy integration)

Cost of headset (Initial price and related support costs)

Wireless ability (Range, battery time, etc.)

Easy to support and manage headset remotely via asset management software

Sound quality (Incoming and outgoing)

Durability / build quality

Sustainability/Eco-friendly (Headset is made of eco-friendly materials, produced and transported in a sustainable way)

Ease of use (taking/closing calls, controlling sound etc.)

Question Title

* 12. What types of headsets do you purchase for the contact centre agents?

Corded stereo headset

Corded stereo headset with a boom arm

Corded mono headset with a boom arm

Wireless stereo headset

Wireless stereo headset with a boom arm

Wireless mono headset with a boom arm

Bluetooth mono headset

True Wireless headset (e.g. Apple AirPods)

Other (please specify)

Question Title

* 13. What headset brands do you know for calls in the contact centre?

Plantronics

Logitech

Poly

Epos

Jabra (only check if you knew about Jabra prior to this survey)

Sennheiser

Blueparrott

Apple

Mpow

Agent

Cisco

Samsung

JPL

Other (please enter)

Question Title

* 14. Which headset brand(s) have you PURCHASED in the last 2 year period for your contact centre agents?

Plantronics

Logitech

Poly

Epos

Jabra

Sennheiser

Blueparrott

Apple

Mpow

Agent

JPL

Cisco

Samsung

Other (please enter)

Question Title

* 15. Thinking about the last time your company changed headsets in the contact centre, why did you do it? (check all that apply):

Infrastructure changed (deskphone to PC)

Agents moved home

Warranty expired / products broke

Proactively wanted a better headset for the agents

Switched from corded headsets to wireless headsets

I got a great offer from my vendor, discount, headset leasing, etc.

I got a great offer from a new vendor

Other (please enter)

Question Title

* 16. To what extent can agents choose between different headsets in your contact centre?

Agents CAN’T pick a headset – and we don’t expect to change that

Agents CAN’T pick a headset – but we will change that

Agents CAN pick a headset – but only between very few models

Agents CAN pick a headset – from a broad variety of models

Agents are also welcome to use their own headset

Other (please specify)

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* 17. Many contact centres are currently operating a homeworking model. If you have agents working from home, what would you say your biggest challenge is?

Lack of agent productivity

Visibility of performance

Background noise

Connectivity issues

Hardware problems

Staff motivation/engagement

Coaching/feedback

Customer complaints

N/A – we are not operating a homeworking operation

Other (please specify)

Question Title

* 18. To wrap up – how can we reach you?
We will not contact you for any other reason than to follow up on this survey. We keep your information safe in adherence to our privacy policy.

Name

Company

Job Title

E-mail

3 Minute Contact Center Headset Survey - Win Wireless Headsets – UK & Ireland

Question Title

* 1. Which industry is your company working within?
If you work in more than one industry, please select your primary industry.

Question Title

* 2. How would you describe your level of involvement in selecting HEADSETS for your company?

Question Title

* 3. Do you purchase headsets for any of the following professionals in your company?

Please select all that apply.

Question Title

* 4. How many agents are in your contact centre?

Question Title

* 5. How many agents are you involved in buying headsets for?
(please provide your best estimate if you don’t know the exact number)

Question Title

* 6. What best describes your contact centre?

Question Title

* 7. What technology do you handle calls with?

Question Title

* 8. What contact centre provider handles your calls?

Question Title

* 9. Thinking about the headsets in your contact centre, what best fits your thoughts about them?

Question Title

* 10. Which parties are usually involved in the decision on which headsets should be purchased for the contact centre agents – e.g. brand, which type of headsets and at what price?

Question Title

* 11. Which of the following attributes do you expect to be most important when buying a headset for contact centre agents in the future (next 2-3 years)?
(Select up to 5)

Question Title

* 12. What types of headsets do you purchase for the contact centre agents?

Question Title

* 13. What headset brands do you know for calls in the contact centre?

Question Title

* 14. Which headset brand(s) have you PURCHASED in the last 2 year period for your contact centre agents?

Question Title

* 15. Thinking about the last time your company changed headsets in the contact centre, why did you do it? (check all that apply):

Question Title

* 16. To what extent can agents choose between different headsets in your contact centre?

Question Title

* 17. Many contact centres are currently operating a homeworking model. If you have agents working from home, what would you say your biggest challenge is?

Question Title

* 18. To wrap up – how can we reach you?
We will not contact you for any other reason than to follow up on this survey. We keep your information safe in adherence to our privacy policy.

3 Minute Contact Center Headset Survey - Win Wireless Headsets – UK & Ireland

Question Title

* 1. Which industry is your company working within?If you work in more than one industry, please select your primary industry.

Question Title

* 2. How would you describe your level of involvement in selecting HEADSETS for your company?

Question Title

* 3. Do you purchase headsets for any of the following professionals in your company?Please select all that apply.

Question Title

* 4. How many agents are in your contact centre?

Question Title

* 5. How many agents are you involved in buying headsets for? (please provide your best estimate if you don’t know the exact number)

Question Title

* 6. What best describes your contact centre?

Question Title

* 7. What technology do you handle calls with?

Question Title

* 8. What contact centre provider handles your calls?

Question Title

* 9. Thinking about the headsets in your contact centre, what best fits your thoughts about them?

Question Title

* 10. Which parties are usually involved in the decision on which headsets should be purchased for the contact centre agents – e.g. brand, which type of headsets and at what price?

Question Title

* 11. Which of the following attributes do you expect to be most important when buying a headset for contact centre agents in the future (next 2-3 years)? (Select up to 5)

Question Title

* 12. What types of headsets do you purchase for the contact centre agents?

Question Title

* 13. What headset brands do you know for calls in the contact centre?

Question Title

* 14. Which headset brand(s) have you PURCHASED in the last 2 year period for your contact centre agents?

Question Title

* 15. Thinking about the last time your company changed headsets in the contact centre, why did you do it? (check all that apply):

Question Title

* 16. To what extent can agents choose between different headsets in your contact centre?

Question Title

* 17. Many contact centres are currently operating a homeworking model. If you have agents working from home, what would you say your biggest challenge is?

Question Title

* 18. To wrap up – how can we reach you?We will not contact you for any other reason than to follow up on this survey. We keep your information safe in adherence to our privacy policy.

* 1. Which industry is your company working within?
If you work in more than one industry, please select your primary industry.

* 3. Do you purchase headsets for any of the following professionals in your company?

Please select all that apply.

* 5. How many agents are you involved in buying headsets for?
(please provide your best estimate if you don’t know the exact number)

* 11. Which of the following attributes do you expect to be most important when buying a headset for contact centre agents in the future (next 2-3 years)?
(Select up to 5)

* 18. To wrap up – how can we reach you?
We will not contact you for any other reason than to follow up on this survey. We keep your information safe in adherence to our privacy policy.