Decrease the decibels with Jabra Engage

The Hidden Cost of Background Noise in Contact Centres and How to Eliminate It with Jabra Engage

Background noise is a pervasive issue in contact centres, leading to longer calls, lower customer satisfaction, and reduced productivity. This article explores the true cost of background noise and uncovers how Jabra Engage headsets offer a proactive solution to mitigate its detrimental effects.

Contact centres play a crucial role in customer satisfaction and business success. However, background noise poses a significant threat to their overall efficiency and effectiveness. Jabra has conducted extensive research, analysing over 10,000 calls, to quantify the impact of background noise on key performance indicators (KPIs) and reveal its financial implications.

The Not-So-Silent Conversation Killer

Our research findings highlight the startling consequences of background noise in contact centres:

• Increased Call Interruptions: Background noise triggers 50% more call interruptions and doubles the frequency of interruptions within calls.
• Prolonged Call Length: Noise contributes to a 10% increase in average call handling time.
• Diminished Customer Satisfaction: It causes a 10% decline in customer satisfaction scores, directly impacting customer experience and retention.
  
  

Cutting the Noise, Counting the Savings

Jabra Engage headsets offer a compelling solution to combat background noise and rescue contact centre performance:

• Superior Noise Suppression: Engage headsets suppress a remarkable 80% more background noise compared to MS Teams Open Office Premium certification requirements.
• Enhanced Conversation Quality: This translates to a remarkable improvement in conversation clarity, reducing interruptions, shortening call lengths, and boosting customer satisfaction.
• Increased Agent Productivity: By decreasing calls handling time by as much as 10%, agents can manage a higher volume of calls, enhancing overall productivity.

The Smart Investment with Five-Fold Returns

Jabra Engage headsets offer a rapid return on investment (ROI) in contact centres:

• Swift Payback Period: A typical call centre with 100 agents can anticipate an ROI within a mere 2-3 months of investing in Engage 50 II headsets.
• Significant Savings: In a particularly noisy call centre, a £200 investment in Engage 50 II can save £1,000 annually per agent, representing a remarkable five-fold return and a payback period of only 3 weeks.