Tenderplan equipped its call center with Logitech Zone Wired professional headsets

2021: Equipping the call center with Logitech Zone Wired professional headsets

Tenderplan, which is developing an automated system of the same name for searching and managing tenders, has implemented a project with Logitech to equip the call center with Logitech Zone Wired professional headsets. This was announced on October 19, 2021 by representatives of Logitech. In addition, the project included an opportunity to scale it, since the company has immediate plans to open several remote offices for working with customers.

Tenderplan equipped the jobs of call center operators with Logitech Zone Wired professional headsets

Project Goals and Objectives

In 2020, Tenderplan emphasized the development of its product and business processes, and in 2021, it began to intensively develop customer service and systematically improve its quality.

To make the work of the operators of the Tenderplan call center comfortable, the company's specialists studied many professional solutions for call centers and formulated the main equipment requirements. The issue of choosing a headset was especially acute here.

In an open space call center, many operators speak at the same time, so it is very important to ensure effective noise cancellation. In this case, the manager can comfortably communicate even in very noisy rooms, and the client at the other end of the wire will hear only the voice of the operator. Therefore, one of the main conditions was the presence of an active noise cancellation system in the headset.

The key equipment requirements for the company's call center were as follows:

• A headset that provides the convenience of the operator for his greater involvement in customer issues and for full work throughout the working day. It should be light and ergonomic.
• The active noise cancellation option is available to give the user the feeling of an individual consultation, rather than calling the call center.
• Compatibility with AWS and call center software.

Solutions Used

After studying the main vendors of solutions for call centers, the company chose the Logitech Zone Wired headset. In addition, Tenderplan already uses Logitech solutions, in particular, the conference chamber MeetUp for negotiations, which also played a role in choosing the manufacturer of the equipment.

Logitech Zone Wired

Zone Wired has a two-microphone system that confidently filters background sounds. The noise-cancelling microphone allows you to communicate both from an ever-humming office with an open layout, and from a house where there can be no less extraneous sounds.

Zone Wired ambushures with a memory effect, heating up from body heat, become softer, and after compression they gradually return to their former form. This increases the degree of physical comfort when wearing, in addition, they reduce the level of audible noise of the environment. The manager is comfortable working in such a headset all day without being distracted by extraneous sounds.

Using a special console, the operator can adjust the volume, turn on or off the microphone, and pause the sound recording. It can also control calls and even group calls.

The solution was specially developed by the vendor with a focus on use with communications systems. The headset is Microsoft Teams certified and compatible with the PC and Mac LogiTune application, which extends management capabilities. Using the application, the call center operator can quickly check the operation of the microphone and headset speakers, and adjust the sensitivity of the microphone.

Results and prospects

Operators of the call center "Tenderplan" received headsets that provide comfortable work throughout the working day. According to company surveys, operator satisfaction with working conditions increased to 100%. At the same time, the average duration of the call increased by 1.5 minutes, and the number of broken connections fell by 10%.

"Companies focus on customer and employee satisfaction. Well-selected equipment of call centers increases the efficiency of operators, reduces their burnout, and most importantly, significantly improves the quality of client service. Headsets ZoneWired allow you to effectively use the existing configuration of workplaces, increase the acoustic comfort of employees and give them the opportunity to focus on working with customer requests, "said Irina Stepanova, head of video solutions for Logitech collaboration in Russia and the CIS.

"The quality of the headset is not only its technical characteristics," summarizes Alexander Pavlov, executive director of Tenderplan. "For us, Logitech Zone Wired is associated primarily with the comfortable work of operators, and, as a result, loyal customers and the effective work of the call center as a whole."