How to Choose the Best Call Center Headset
Whether you’re a call center agent or manager, staying on top of your game is crucial. One call can mean the difference between gaining and losing a customer – and your equipment can significantly impact that. After all, we know how frustrating it can be to try having a conversation over a fuzzy, crackling, or noisy line. The good news is, there’s a simple solution to these problems: quality headsets made for call centers. The challenge, however, is that choosing a call center headset isn’t just about having good audio. It also needs features that allow you to multitask efficiently, communicate clearly, and stay focused. That’s why we’ve compiled a list of buying factors to guide you in choosing the best call center headsets. Here’s what to look out for:
Jabra Evolve2 85
Key features
Form Factor: Over-ear Connectivity: Wireless Compatibility: Universal Active Noise Cancellation: Yes Mic: Built-in boom with noise reduction and mute button Mic Sensitivity: – 35 dBv/Pa Mic Frequency Response: 5 Hz – 20 KHz Warranty: up to 2 years
The Jabra Evolve2 85 are among the top call center headsets you’ll come across because of its mic quality, compatibility, ANC capability, extended battery life, convenience, and functionality.
Deskphones: A physical VoIP-enabled telephone connected to the internet via an ethernet cable. Softphones: VoIP software that can be downloaded onto any PC, tablet, or smartphone. This allows you to make and receive phone calls via WiFi from virtually anywhere.
It’s important to keep in mind that certain headsets are optimized for certain VoIP systems. For instance, some headsets may have plug-and-play USB connectivity, limiting them to PC and laptop use. With these, you’ll need additional adapters, like a QD connection cable, to have them work on desk phones. Yet, these headsets may be optimized for Unified Communications (UC), which includes a wide array of internet communication platforms. They also usually have functionality that works with UC software, like mute and volume controls. For example, some headsets’ mute buttons can work with Zoom, while others have to press Zoom’s mute button separately. That said, it’s always best to double-check the system requirements of your existing equipment and headset to avoid compatibility issues. The good news is that most headset options provide a list of the software and devices they’re compatible with, so you can simply verify compatibility from there.
Monaural headsets
Dual headsets
The choice between monaural and dual headsets depends on your work environment and style. If you’re easily distracted, a dual headset may be your best option. This is because a dual headset improves your focus by blocking out background noise. This is especially helpful in large-scale offices where you have 50 to 100 agents working simultaneously in one area. Monaural headsets work best in smaller or quieter settings. They’re also a good choice if you need to constantly keep an ear out for instructions from a manager or team leader.
Wired headsets
Wireless headsets
If you’re a call center agent whose role doesn’t require much mobility, it’s best to opt for a wired headset. This ensures you won’t have to deal with any battery, connection, or sound issues that could interrupt your customer calls. On the other hand, if you’re a team leader or manager, a wireless headset is ideal. This ensures you’re free to move around the office space to assist agents with various concerns. There are certain specs you can check when choosing a headset with a good mic. But to get a good grasp of what a mic really sounds like, it’s best to try them out in stores or consult video or audio reviews. Here are some mic specs to consider:
Mic type
Some call center agents use earphones with an inline mic built into the cable. Others use headphones with mics built into the ear cup. The problem with these types is that they aren’t designed to distinguish your voice from other background noises. They can also pick up unwanted sounds when the mic rubs against your hair or clothes. These types don’t offer consistently clear voice pick-up either, since they aren’t always positioned near the mouth. Also, the volume of your voice might decrease whenever you move or turn your head away from the mic. For this reason, headsets with boom mics are more recommended. Boom mics are positioned in front of the mouth, ensuring clear voice pick-up no matter how much you move. Boom mics also have larger diaphragms. This means they can pick up more audio data to deliver clearer and more accurate sound quality.
Directionality
Microphones have five basic pick-up patterns categorized under three directionality types.
Omnidirectional: High sensitivity to sounds coming from all angles. Bi-directional: High sensitivity to sounds behind and in front of the mic. Unidirectional: High sensitivity to sounds in front of the mic.
Unidirectional mics consist of cardioid, supercardioid, and hypercardioid patterns. All three feature sensitive pick-up patterns in front of the mic, making them ideal for vocals. They’re also less sensitive to sounds coming from the sides and behind the mic. This makes them ideal for call centers because they reduce any ambient noise coming from your keyboard or desk area and other agents.
Mic sensitivity
Sensitivity deals with how a mic amplifies sound input. High-sensitivity mics convert sound input into loud audio signals. However, they also boost a lot of ambient noise and softer sounds in the process. This means even keyboard clicks or breathing can sound quite loud to the person on the other end of the line. On the other hand, low-sensitivity mics are best for picking up loud, isolated sounds. They’re also less likely to pick up unwanted background sounds. This is ideal for call center use because they can pick up your voice without amplifying the other noises around you.
Mic frequency response
A mic’s frequency response indicates the range of frequencies it can pick up. Human voices have a frequency range of 125 Hz to 8 kHz. However, given the natural differences in pitch, the average fundamental frequency of men and women differs. Men have an average range of 125 Hz, while women measure at 200 Hz. Having a good mic frequency response ensures that voices sound clear and intelligible. As such, it’s best to choose mics with a wide frequency response range that encompasses the entire range of the human voice. Say you’re calling from a buzzing call center with a lot of noise. Noise cancellation in microphones makes it easier for the person you’re talking with to hear your voice clearly. This is as opposed to the person hearing the noise from the call center’s surroundings. On the other hand, noise cancellation in the headphones or speakers shields you from sounds in your surroundings. This way, when you have your headset on, you’ll have limited to no disturbance from surrounding noise.
Noise cancellation in speakers
Active noise cancellation (ANC) in speakers relies on mics that “listen” to noises from the headset’s surroundings and cancel them. This is important for call center agents who must focus completely on what the client is saying. This way, you (sort of) mute the buzz around you and focus on work.
Noise cancellation in mics
Noise Cancellation in mics has two types: CVC and ANC. Clear Voice Capture (CVC) is a type of software algorithm that reduces noise, cancels out echoes, and improves voice clarity. ANC in mic, on the other hand, is a hardware technology. It uses two mics in your headsets to refine audio signals so you can be heard clearly. How? One mic picks up your voice, while the other identifies and cancels ambient noise through the help of a Digital Signal Processor (DSP). When compared, ANC in mics outperforms CVC because it can handle more types of high and low-frequency sounds, whereas CVC is geared more toward echo cancellation. Here are some other features to look out for when hunting for comfortable headsets:
Form Factor: Depending on the brand, binaural call center headsets come in either over-ear or on-ear configurations, and both types have their own advantages regarding comfort. In particular, over-ear headsets are spacious since they don’t squash the ears. While on-ear headsets are more lightweight and offer better breathability. Weight: Heavy headsets can feel bothersome after a while. They can weigh down on your head, causing pain and stiffness in your neck and shoulders. Keep in mind that headsets over 0.75 lbs are considered heavy. So, make sure to go for something that weighs 0.55 lbs or less. Materials: Anything worn for a lengthy amount of time needs to provide long-lasting comfort. In headsets, this means having good-quality padding that’s soft and breathable. Memory foam padding offers good support because it’s soft and molds perfectly to the shape of your head and ears. Whereas porous velour covers have good breathability. Adjustability: People have different proportions, so headsets need to be adjustable enough to accommodate these differences. Try to look for headsets with adjustable headbands and rotatable ear cups. Doing so would ensure that certain parts won’t dig into your head and create painful pressure points.
Here are some durability features to look out for:
Materials: In terms of materials, go for headsets made from lightweight and flexible plastics, like PC, PVC, and ABS. You can also opt for ones made from titanium, which is 45% lighter than steel and aluminum. IP rating: IP (International or Ingress Protection) rating tells you how protected your headset is from moisture and dust intrusion. While you probably won’t be using your headset outdoors, having some degree of moisture protection is helpful, especially if you have a history of knocking over a cup of coffee or two at your desk. Warranty: Most headsets come with a standard 1-year warranty. But others come with more extended warranties of 2 to 5 years. This is an excellent indicator of durability. It’s a company’s way of showing its confidence in the product and guaranteeing that it’s built to last.
Mic mute button: Mutes sound from your end when putting a caller on hold. Functional call buttons: Easy access buttons that allow you to transfer, answer, hold or hang up calls. Sound protection feature: Is a feature that automatically reduces call volumes to protect your ears from sudden loud sounds.
When we put Evolve2 85 to the test, we found the audio quality fairly balanced. The bass was evenly distributed, and the sound was also present, detailed, and clear. And the mic? Great. The Evolve2 85 provide crystal clear communications, even with a loud decibel ambient noise. For compatibility, you can choose between Unified Communications or Microsoft Teams–enabled versions of the headsets. The two options may not offer much difference hardware-wise. But for a call center, the Teams version will provide you with better call-answering and muting functions on Microsoft Teams, while the Unified Communications (UC) version offers you more third-party integrations. Jabra has also used a mild strategy with ANC on their headsets, making them more powerful and less irritating for sensitive ears. The level of noise cancellation won’t blow you away. But in general, this headset performs admirably in call centers. Finally, when you pull out the Jabra Evolve2 85 from its box, you’ll immediately see that they look professional. They boast a modern, eye-catching, minimalistic style – a look that says, “I belong at work.” This headset also incorporates fold-in and collapsible speakers, giving it a smaller footprint. This way, transport is simpler. CHECK LATEST PRICE ON AMAZON
Jabra BIZ 2400 II Duo
Key features
Form Factor: Dual headset (On-ear) Connectivity: Wired Compatibility: PC (USB-A) & deskphones Active Noise Cancellation: No Mic: Built-in boom with noise reduction and mute button Mic Sensitivity: – 50 dB Mic Frequency Response: 101 Hz – 8KHz Warranty: 2 years
The Jabra BIZ 2400 II Duo headset is optimized for softphones and leading UC platforms. It’s comfortable, durable, and equipped with great mic features. This wired headset comes with a USB connector designed for easy plug-and-play use and is compatible with over 10,000 conventional deskphone and softphone web clients. This flexibility ensures that the headset will fit into any call center setup. Moreover, this headset takes care of communication mishaps. The noise-canceling mic keeps background noise to a minimum and enhances voice clarity. This goes both ways, though, as the HD Voice technology ensures the customer’s voice comes through your headphone speakers loud and clear. The headset also comes with sound protection features, such as:
Air Shock mic filters: Reduces harsh pops and crackles that can occur when enunciating or breathing sharply. PeakStop™ technology: Filters out any sound above 118dB to protect hearing.
Lastly, the headset has an inline control unit that lets you mute your voice, adjust volumes, and manage all calls. CHECK LATEST PRICE ON AMAZON
Logitech H570e USB
Key features
Form Factor: Dual headset (On-ear) Connectivity: Wired Compatibility: PC (USB-A) Active Noise Cancellation: No Mic: Built-in boom with noise reduction and mute button Mic Sensitivity: -47 dB +/- 3 dB Mic Frequency Response: 100 Hz – 18 kHz Warranty: 2 years
The Logitech H570e headset has great audio quality enhancement features and an overall good price-to-performance ratio, making them our best budget headsets for professional call centers. Despite the low price, the Logitech H570e’s headset mic does a fantastic job of eliminating noise while maintaining the voice audio quality. These have advanced sound enhancements like acoustic echo cancellation and digital signal processing (DSP), both working in tandem to reduce background noise, and keep your conversations crystal clear on both ends. It even comes with a dynamic equalizer that further enhances voice clarity. When tested, we found the headset could easily isolate your voice from the conversations around you – a superb feat for call center setups! With the H570e, Logitech has also improved its headset connectivity. The H570e integrates several unified communication (UC) systems and was created for internet VoIP calls in loud offices. In fact, the H570e is certified by most leading conference software apps, such as Zoom, Skype for Business, and Cisco Jabber™. The wired design also comes with a USB-A plug, allowing for quick installation on PC and Mac setups. The headset is also equipped with a volume limiter. No matter how loud the volume is, it remains below 115 dBA. This is especially useful for preventing hearing damage when calls get heated with shouts or chaotic noises from the other line. CHECK LATEST PRICE ON AMAZON
Logitech Zone Wired
Key features
Form Factor: On-ear Connectivity: Wired Compatibility: PC Active Noise Cancellation: No Mic: Built-in boom with noise reduction and mute button Mic Sensitivity: -48 dBV/Pa (main mic) and -40 dBV/Pa (secondary mic) Mic Frequency Response: 100-16 kHz Warranty: 2 years
When looking for headsets for voice and video conferencing, the Logitech Zone Wired comes in first. This is mostly because of certifications from Microsoft and other software, additional video conferencing features, comfortable design, and decent noise cancellation. Even joining and switching between conversations on Teams is easier. With a simple click, you can easily switch between your meetings – a handy feature to call center agents. Another remarkable feature is the Logitech app, which gives you additional control over your EQ settings, mic intensity, and other settings with a few clicks. The headset’s drivers are also tweaked to prioritize voice frequencies. This, plus the noise reduction in the mic, ensures that call clarity goes both ways. As for comfort, the memory-foam earpads allow you to wear the headset for extended periods, and the inbuilt controls are also great for quickly changing the volume and muting an audio source. Unfortunately, the wire is still not immune to damages such as short circuits, so extra care is required. You can make use of Zone Wired’s two-year warranty if anything happens, though. CHECK LATEST PRICE ON AMAZON
Poly Voyager Focus 2
Key features
Form Factor: Dual headset (On-ear) Connectivity: Wireless Compatibility: Universal (Bluetooth and USB) Active Noise Cancellation: Yes Mic: Built-in boom with noise reduction and mute button Mic Sensitivity: Not specified Mic Frequency Response: Not specified Warranty: 2 years
The Poly Voyager Focus 2 has excellent noise reduction features and echo cancellation, making this headset an exceptional choice for those who work in large, busy call centers. This headset shuts out noise by creating a “focus zone.” With an advanced digital hybrid ANC, you have three levels of noise reduction to choose from. This allows you to boost noise reduction even further during critical moments that require total concentration. Also, the boom mic delivers superior clarity despite being shorter than most mics. It’s equipped with Poly Acoustic Fence technology, which uses 4 mics – 2 on the boom and 2 on the ear cups. Together they block ambient noise from all angles, creating a noise-free bubble in front of your mouth so your voice sounds clear no matter how noisy your surroundings are. The Poly Voyager Focus 2 headset is certified by all major voice platforms like Zoom, Skype for Business, and Microsoft Teams. And with the included BT700 USB-A adapter and USB charging cable, it’s ready for use on a variety of devices. This headset is lightweight and comfortable. It weighs about 6.28 ounces (0.39 lbs), making it suitable for all-day use. It also has plush leatherette ear pads that cushion and support the ears. The Voyager Focus 2 is the successor to the Voyager Focus UC, which came out in 2015. The newer model features improved ANC, battery life, and microphone performance. It also comes with smart sensors that allow you to answer or mute calls by putting on or taking off the headset. CHECK LATEST PRICE ON AMAZON
Plantronics CS540
Key features
Form Factor: Monaural headset (On-ear) Connectivity: Wireless Compatibility: Deskphones Active Noise Cancellation: No Mic: Built-in boom with noise reduction and mute button Mic Sensitivity: 85 dB Mic Frequency Response: 100 Hz – 6.8 kHz Warranty: 1 year
The Plantronics CS540 headset is built for deskphone users, as it won’t work on PCs unless you purchase an additional cable. It offers hands-free flexibility and three wearing options for a customized fit, making this our top choice for deskphone-based call centers. This headset uses a telephone interface cable and an HL10 handset lifter. It has 64-bit encryption and is DECT™ Security-Certified, which means all your conversations stay secure and private. It’s also certified by popular UC platforms such as Skype for Business, Avaya, RingCentral, Zoom, and more. The CS540’s monaural configuration leaves your hands free to do other tasks while letting you stay in tune with the rest of your team if needed. Its wireless design also allows you to move around with a wide operating range of 120m (400 ft). A wideband, noise-canceling mic is built with DECT (Digital Enhanced Cordless Telecommunications) technology and DSP, which provides HD voice quality for clearer calls. It even eliminates interference from Wi-Fi networks in high-traffic areas so that you never miss a beat while talking to clients. This headset effectively combines comfort and convenience. Enjoy simple call management with a one-touch button that lets you answer, end, or mute calls, as well as adjust volume levels. A handy green/red light on the charging base also lets you know if you’re on mute. You can even connect with up to three headsets for hassle-free collaborations. CHECK LATEST PRICE ON AMAZON
AGPtEK Corded Telephone Headset
Key features
Form Factor: Monaural headset (On-ear) Connectivity: Wired Compatibility: Serves as a deskphone Active Noise Cancellation: No Mic: Built-in boom with noise reduction and mute button on the deskphone Mic Sensitivity: -42 dB +/- 2 dB Mic Frequency Response: 20Hz – 16KHz Warranty: 1 year
For call center offices that’d rather use actual telephones instead of software, the AGPtEK Corded Telephone Headset is an affordable solution. It has a simple, space-saving design that can be hooked up to any phone line to accommodate your call center job easily. This headset comes with a noise-canceling microphone that works to improve voice clarity. It also reduces up to 90% of ambient background noise, so callers will have no problems hearing you. The single-line dialer is equipped with a ringer to alert you of incoming calls, and a Caller ID Display function lets you know who’s on the other end. this You can connect the device to a second phone with the built-in extension jack, while an additional recording jack lets you connect to a recording device if you want to monitor your calls for security purposes. Most call functions can be found on the dialer unit itself. There are dedicated buttons for holding and muting calls. It also comes with a turbine volume adjustment wheel for the headset speaker. The entire unit weighs about 17 ounces (1.1 lbs), making the headset the lightest on this list. The thin metal headband is quite flexible, and the boom mic can be rotated up to 330 degrees, giving you good durability. CHECK LATEST PRICE ON AMAZON
Microsoft Modern Wireless Headset
Key features
Form Factor: On-ear Connectivity: Wireless Compatibility: PC Active Noise Cancellation: No Mic: Built-in boom with noise reduction and mute button on the deskphone Mic Sensitivity: Not specified Mic response: 100Hz-10kHz Warranty: 1 year
From the creators of Microsoft Teams comes the Microsoft Modern Wireless Headset – so it’s not surprising that this headset is the top option for Teams-based communications. For one, these have dedicated Teams buttons for a more convenient experience. These buttons allow for basic functions like answering calls, muting your mic, or even launching Microsoft Teams. Their mic quality is also good enough to drown out the regular business of the call center office. Regarding comfortability, the Modern Wireless Headset’s on-ear design has enough padding and breathability to help you last the workday without any discomfort. That’s great news, considering these can last for up to 50 hours on a single charge. Unfortunately, these headphones only work best with Microsoft Teams. The buttons and mic mute option won’t work with platforms like Zoom, Skype, etc. CHECK LATEST PRICE FROM AMAZON
Poly Savi 8220
Key features
Form Factor: On-ear Connectivity: Wireless Compatibility: Universal Active Noise Cancellation: Yes Mic: Built-in boom with noise reduction and mute button on the deskphone Mic Sensitivity: 112 dB Mic Frequency Response: 100 Hz-6.8 kHz Warranty: 2 years
The Poly Savi 8220 are the top headsets for wireless communication because of their excellent range, connection stability, battery life, and overall performance. This is a DECT headset. Meaning, it provides a larger wireless range than a Bluetooth type – up to 590 feet. But this range applies to the line of sight. So, when you account for typical impediments seen in most workplaces, you should get roughly 130 feet. Aside from the wireless option, the Poly Savi 8220 can also connect to all call center setups. Which is to say, the 8220 can link to your desk phone, computer, or even your smartphone. And the best part? The Poly Savi 8220 also supports multipoint connectivity, so you can connect and switch between multiple devices simultaneously. As expected with any Poly headset, the voice quality is good. There is no audible static or roughness; the voice is loud and clear. It doesn’t sound scratchy, either. Partner it up with the ANC, and you’re good for uninterrupted work calls! However, this isn’t the best we’ve heard, especially on this list, as there’s an obvious lack of bass frequencies. Yet, you can enhance this further with the Hub app. CHECK LATEST PRICE FROM AMAZON
Yealink WH66
Key features
Form Factor: Choice between Mono or Dual on-ear Connectivity: Wireless Compatibility: Universal Active Noise Cancellation: No Mic: Built-in boom with noise reduction and mute button on the deskphone Mic Sensitivity: -44.0+/-3 dBV Mic Frequency Response: 100 Hz-10 kHz Warranty: 2 years
If the Poly Savi 8220’s compatibility impressed you, the Yealink WH66 takes it a bit further. For instance, the headset is marketed as an “All-in-One UC Workstation” – meaning, this headset makes business communications management easier across multiple devices and is integrative and collaborative. One of the most prominent features of the WH66 is its 4-inch touchscreen which makes navigating different devices easier. You can use it for notifications and for switching between devices. The headset comes with two mics- powered by Acoustic Shield Technology. This is intended to give superior sound quality, both for your speech and for the ambient noise around you. Everyone desires high-quality audio, and the WH66 performs a wonderful job of lowering noise. With the WH66, you can expect up to 14 hours of conversation time. Given that it lasts longer than other headsets on the market, you ought to have enough battery to get you through a demanding workday. In fact, the WH66 has a 125-hr standby duration for the dual option and 90 hours for the monaural version. It also and takes 2.5 hours for a full charge. The weight of the WH66 is 4.4 ounces (0.275 lbs). This is rather lightweight for this type of integrated headset, thus giving it an edge in the comfort aspect. In addition, the WH66 comes with replaceable, soft ear cushions and a headband to enhance comfort while also improving hearing. CHECK LATEST PRICE IN AMAZON
