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Managing Noise: In the Contact Center

Every contact center is a hub of activity. Phones ringing, Customer Service Representatives (CSRs) on calls, colleagues talking and supervisors training new employees. From this commotion comes a challenge that needs to be addressed: noise.

Noise is the number one complaint among employees,1 and the greatest detriment to their focus and productivity.1 When background noise distracts your employees and prevents them from delivering an exceptional customer experience, the impact on brand perception and business performance can be significant. In fact, studies show that 66% of customers quit doing business with a brand because of a bad customer experience.2 That’s why an effective noise strategy for your contact center is essential.

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

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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

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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

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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

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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

Learn More

Hear the Difference

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


Other products for the Contact Center

Encorepro 500 Series

Thanks to its noise canceling microphone with wideband audio, EncorePro 500 Series ensures high-quality customer interactions.

Best for:

  • CSR
  • Supervisor
  • High-Level Support

Read More

Voyager Focus UC

Focus on work, not the chaos around you. Voyager Focus UC provides a more immersive experience with on-demand active noise canceling technology.

Best for:

  • Help Desk Support
  • High-Level Support

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Plantronics Manager Pro*

Businesses are under increasing pressure to trim operating budgets while enhancing productivity. Adding a software solution that monitors, manages and maintains your headsets wherever your employees work can help. Plantronics Manager Pro allows you to check device usage to verify adoption rates, drive the adoption of third-party services and prevent and troubleshoot technical issues. Plantronics Manager Pro’s easy-to-use tools and analysis suites enable you to proactively manage the performance of every Plantronics headset across your enterprise.

Learn More

* Software-as-a-Service sold separately.

Explore the Contact Center Product Guide


1Plantronics Persona Research, 2017.
2Accenture Strategy, “Digital Disconnect in Customer Engagement: The High Price of Obsession – Has Digital Reached its Tipping Point?,” 2015