Contact Centre headset recommendations

Choosing the right headset as an agent is one of the most important decisions you can make to ensure that you are providing quality conversations with customers and reducing any background noise that is occurring - regardless of whether you are taking calls at home with kids in the background, or in a centre working closely with your colleagues.

This article covers the following topics:

Choosing the right headset
Headset features
Our favourite headsets
- Top-of-the-line
- Medium range
- Budget-friendly

Choosing the right headset

Use the following information to help choose which headset type is best to use for your agents:

Analog headset: These plug into the 3.5mm headphone jack on a computer and generally give the best call quality. We recommend a dedicated headset for agents. A headset from a mobile device, for example, might not give optimum audio and microphone quality.
Digital headset: These usually connect to a computer via USB-A, USB-C or a digital audio port and also provide a good experience for agents.
Wireless headset: Typically Bluetooth or mobile phone headsets. These will work but might be susceptible to poor-quality audio and connection problems.

NOTE: If agents are having call quality issues, a good troubleshooting tip is to always try to use a different headset first. Additionally, ensure that neither of the call participants has muted their headsets.

Headset features

When choosing a new headset, it's important to consider the features you require for a great experience for yourself and/or your agents.

Noise-canceling earphones: This will help reduce the background environment noise so agents can hear the customer on the phone clearly without any distractions.
Noise-canceling microphone: This will help to reduce the background noise that might be heard by the customer on the phone when taking calls in a home or office environment.
Comfort: The headset must be comfortable for the agent to wear, especially for extended periods on the phone. Look for a nice headset with good padded earphones and a padded headband.
Compatibility: Most dedicated headsets are now advertised as compatible with Microsoft Teams, Google Meet, Zoom, and many other platforms. While not necessary, it's good to keep an eye out to make sure the headset is compatible with the platform you use.
Stereo-type headsets: We recommend headsets that have 2 earphones instead of one. A monaural (single earphone headset) can cause distraction and sometimes discomfort on the head for an agent.