Side-by-side listening for call centers
Business Telecom Products, Inc.
Enterprise Headset Experts. Signature support program saves 40% over the lifetime of headsets.
When a new rep is hired into any call center, part of their training involves supervisor listening into their calls. While most call center calling platforms have this feature built-in, most call centers still prefer an old school way of connecting the supervisor headset into the agent headset.
In the Pandemic, the most popular style of headset sold was USB headset, such as Blackwire 5220.
The problem is - USB protocol does not support side-by-side listening. I was challenged by nation's largest wireless career (that employed more than 10,000 agents) to find a solution.
Being an engineer, I got hold of Plantronics product engineering team and together, we invented a training adapter, which utilizes the 3.5mm female connection to make side-by-side listening possible.
It took about a year to go from prototyping to production, but at the end, we pulled it off. And today, this is the most popular bundle that BTPI sells to multiple such call centers nationwide.
Every week, I have at least one company coming to me asking for this solution. Sometimes, small innovations go long way, and this one is no exception.
If you are responsible for managing headsets for your company, please setup a meeting to find out not only how to create a headset standard that saves on budget but also gives you lifetime support.
References: Case study and blog post.