5 Top Call Center Headsets of 2021: Pros and Cons

5 Top Call Center Headsets of 2021: Pros and Cons

5 of The Best Call Center Headsets in 2021

Call centers can often be busy places, and noisey without the use of call center headsets. Full of conversation and background noise, it can be difficult to hear the person you are speaking with. It is frustrating for customers and agents alike! 

5 Best Call Center Headsets of 2021

Why Using High-Quality Call Center Headsets is Important

High-quality headsets can help cut down on background noise in a call center, negate the effects of low volume, and provide clear transmission. They are essential to making your call center operate efficiently. 

Unfortunately, low-quality headsets may do more harm than good. They may make it more difficult for agents to do their job, all while not improving the quality of the call. Additionally, low-quality headsets may be uncomfortable and as a result, could lower productivity. 

Headsets have become a staple of bustling call centers. But to have a positive experience for both the caller and the agent, you need to invest in high-quality call center headsets. 

Considerations When Purchasing a High-Quality Headset 

What should you look for when searching for headsets? There are a few considerations. The first is the type of headset. 

Types of Headsets

There are two predominant types of headsets, monaural and binaural. 

Monaural refers to a headset with only one earpiece. The wearer can hear audio, such as a caller, in only one of their ears. The other ear is left unimpeded. 

Monaural headsets can be a good choice for those who need to interact with their colleagues. One ear is left available to talk to coworkers, listen to instructions, or just be aware of their surroundings. All of this can be done without having to take off their headset. 

Monaural headsets are often more affordable as well. 

Best Call Center Headsets in 2021

Binaural headsets are those with two earpieces, much like standard headphones. These headsets are immersive and the wearer will not be able to hear much of what is going on around them. Some binaural headsets even have noise-canceling features which make them even more immersive. 

These call center headsets can allow the agent to more clearly hear the caller and can cut down on distractions. However, they may result in difficulties for agents when it comes to regulating the volume of their voice. 

Aside from the type of headset, there are specific features you should consider. 

Features of a High-Quality Headset

  1. Comfort. Comfort is very important for productivity, especially if agents will be wearing their call center headsets for long periods. There are three different styles of wear: over-the-head, behind the neck, and earpiece. 

Over-the-head call center head seats are worn as the name implies, over the head like a headband. They can be monaural or binaural. 

They are the easiest for agents to adapt to. Although, some may not like the weight of the headset on the top of their head or worry it may mess up their hair. 

Behind the neck, headphones go behind the wearer’s neck and rest atop their ears. For this reason, they are generally only available as binaural. They can be more comfortable for some but more expensive for the call center to provide. 

In-ear call center headsets do not have a headband attachment. They sit inside the ear or loop over the ear. They are often small and discreet. This type of call center headset is usually only monaural. 

Other comfort considerations include soft but durable high-quality materials, ear and headband cushions, and whether the call center headset is lightweight. 

  1. Microphone. A microphone is an important part of a call center headset. It enables the caller to clearly hear the agent. 
image 1

A boom arm improves microphone quality. 

Microphones are generally rated for different audio levels. You should choose one that suits the noise level and level of background noise in your space. If you have a loud or busy call center you may prefer either a noise-canceling or ultra-noise canceling microphone. 

  1. Wireless or Wired. Whether you want the call center headsets to be wireless or wired is a matter of preference and budget. 

Wired headphones generally don’t allow the wearer to go further than ten feet from the connection. However, they don’t need to be charged and are simple to install. 

Wireless headsets allow the wearer to move about more freely. Agents may appreciate not being tied to their desks. However, wireless headsets can be more expensive and harder to set up. 

  1. Softphone. If you are considering a wireless call center headset, you may want to look into a softphone option. Softphone uses VoIP to connect to your standard phone provider or system via the internet. No hard line is required. 

Any calls coming in can be seamlessly received and answered via your headset. Because a softphone headset mimics a desk phone on a computer screen, there isn’t any complicated learning process for agents. 

  1. Durability. Call center headsets will be worn for long periods daily, and sometimes by multiple agents. Therefore you will want to find a durable option. Look for lightweight flexible headsets. Other durability features include rotatable boom arms and adjustable headbands. 

What About Gaming Headsets?

Gaming headsets may not be the most practical choice for a call center. These headsets are typically designed to be comfortable, but that is where their benefits end for office environments. 

Gaming headphones provide audio in a surround sound format, which isn’t great for agents. Also, gaming headset microphones aren’t designed for noisy environments and may lack the features necessary to cancel background noise and amplify the agent’s voice. 

The Five Best Call Center Headsets of 2021

#1 Jabra 2400

Jabra 2400 Best Call Center Headsets of 2021

This lightweight over-the-head call center headset is comfortable and durable. 

Pros

  • One of the lightest models
  • 360-degree rotating boom arm
  • Noise-canceling
  • Includes programmable buttons

Cons

  • The headband may be too small for some individuals
  • Wired via USB

#2 Plantronics-CS540

Plantronics-CS540 Best Call Center Headsets

This is a sleek wireless call center headset that is very discreet. 

Pros

  • 350-foot range
  • The slim ear loop design is lightweight and discreet
  • One-touch controls
  • Extended boom with noise-canceling microphone

Cons

  • The earpiece may not fit everyone
  • The connection can be touchy

#3 Jabra PRO 930 MS

Jabra PRO 930 MS Call Center Headsets

This monaural call center headset is easy to set up and has impressive battery life. 

Pros

  • Clear sound
  • Removes background noise and echo
  • Easy to set up and manage 
  • Two options for wear (over-ear or over the head)

Cons

  • Intermittent tone when on mute
  • May not pair with Mac systems

#4 BlueParrott B350-XT 203475

BlueParrott B350-XT 203475 Headset

This affordable option is pairable with smart devices via an app. 

Pros

  • Can be used with two smart devices or one device and a PC simultaneously 
  • Programmable buttons
  • Durable and rugged
  • Superior noise cancellation

Cons

  • A bit bulky
  • The headband is not adjustable 

#5 Koss CS200

Koss CS200 B350-XT 203475 Best Headset

A budget-friendly binaural option with a flexible fit. 

Pros

  • Lightweight
  • Versatile USB connection
  • D shaped ear cups for comfort
  • The flexible boom can bend towards the mouth

Cons

  • It May have a short lifespan
  • Microphone is sensitive 

In Summary

  • Call center headsets can improve the experience for the agent and customer
  • High-quality headsets should be durable, comfortable, and easy to use
  • Headset preferences include monaural or binaural, wired or wireless, and wear-style
  • Important considerations include the earpiece and microphone features
  • Even the top headsets have advantages and disadvantages 

Other Resources:

CustomersFirst Academy offers comprehensive customer service training designed to help you grow your skills and advance your career.

To keep learning and developing your knowledge of customer service, we highly recommend the additional resources below:

Improve Group Communication Using Email
Understanding Cultural Differences in Email Communication

10 Techniques To Enhance Your Client Relations Skills
Exploring a Career as a Customer Service Manager

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