One of the most important aspects of holding the line on headset budgets is a comprehensive plan on headset maintenance and accountability, and on optimizing the manufacturers' warranties and realizing when a headset is past its expected lifecycle. This can be a huge task in the Call Center where there are multiple shifts, multiple types of headsets, and different generations of products. Additionally it is also important to have the users recognize that there are processes and controls on the units to help cut down on theft of headsets from the center. The Call Center and vendor should develop very easily implemented processes to help the Call Center manager maximize the Return on Investment for the headsets in use. This system can either be done in conjunction with a site audit, can be a separate visit to the call center or can be done remotely in situations where the call center staff has the necessary time to implement the resources that the vendor provides.

The Total Cost of Ownership is much higher than the original cost of the headset units. The majority of headsets have replaceable consumable parts that should be replaced when a unit is reassigned to a new user or when cushions, voice tubes, windscreens are no longer hygienically safe. Additionally most headset tops (from quick disconnect to headband or ear capsule) will be repaired on average of 1.6 times in its lifetime. Even repairs made under warranty necessitate having extra headset inventory on hand to insure employees are able to work under conditions they have become accustomed to. Therefore the TCO of one headset system (headset top and amplifier) may be up to 50 percent higher than the purchase price.

Due to the fact that headsets are "worn" by users for up to 8 hours per day, there is no way to eliminate the natural wear and tear that a headset withstands over its life. The only way to reduce that cost is to manage the warranties and the maintenance of the products and to have a comprehensive plan for the control of inventories in the call center. By instituting "headset conservation" and "best practices" in the call center, vendors can assist center managers to cut down on product abuse at the desktop. These programs will not only help to reduce the strain on the headsets in use, but can also be instrumental in cutting down theft and product attrition in the center.

Current estimations are that 38 percent of small office equipment is taken each year from corporations - certainly headsets would fall into that size category. In some call centers, it is estimated that almost 17 percent of headsets cannot be accounted for less than 18 months after their purchase. In call centers where there are higher rates of employee attrition and turnover, statistically there are higher incidences of equipment and office supply theft. However, even in centers with higher turnover, where the employees are aware of controls and accountability for the headsets, theft becomes less prevalent. A few customer-centric and savvy supplier has already developed some easily implemented auxiliary devices and specialized marking tools to assist in making the headsets less easily taken from the center.

It is not unusual during the course of a day for several agents to report their headset is broken or not working. In over 32 percent of those cases, the headset is in good working condition, but the employee may use this excuse because they either don't like the headset they are using or they are trying to avoid the routine of their job function. Unfortunate as this may seem, even a 15 minute break from their job while their supervisor or manager gets them a different headset is a welcome break from their post. Due to the workload of the supervisor or manager, in most cases these headsets are put into a box for repair and never tested or examined to establish their condition. If you have the staff, request your vendor works with a Call Center or Facilities Manager to establish a very quick "go/no go" test within the center where a supervisor or assistant can quickly establish the condition of each unit and determine if the unit should be repaired or not.

These statistics are not very well known due to the fact that when a headset is sent into the manufacturer for warranty work, the manufacturer does not test each unit to determine whether it is working or not. The unit is replaced and proper shipping and repair charges are assessed. The unit that originally was sent for repair is later stripped down and the working microphones and speakers are built into another replacement unit using new cords and accessories. Without this type of system being established the manufacturers would not be able to replace units to the field in the acceptable timeframes demanded by the industry.

With the average amount of working units being sent for unnecessary and non-traceable repair, the call center may be unknowingly spending a third of their headset maintenance and repair budget unnecessarily. Vendors and consultants can help corporate clients to maximize these budgets through education and training.

Optimizing the manufacturer's warranty period is another key element in reducing headset repair budgets. Many times the warranty information is difficult to find on a unit due to wear and tear. Call Centers may then institute a simple, safe and foolproof marking system for dating of the units that makes this determination simple. Many times customers do not realize when the warranty period for a particular group of headsets is expiring and may miss the opportunity of having a free repair instead of a charged repair done by the manufacturer. Both manufacturers' representatives and vendor service personnel should be working with the supervisory team to help identify possible abuse trends and work with the staff to reduce the frequency.

Evaluate your current repair process to determine if the center is being best served by the current vendor. Corporations frequently use third-party repair facilities for the maintenance of headsets. Many times it may appear there are considerable cost savings realized by this choice, but only through a complete analysis of the existing repair process, costs, percent of unit re-repairs in the first year, the cost of replaceable consumables and shipping charges can this assessment be reached. Your current supplier may already being working with you to maximize the headset repair budget for your call center. Depending on the age, the units, and the usage, and the location of the company (Plantronics is in CA and GN Netcom-Jabra is in NH) the manufacturer's repair facility may be your best option

Many companies completely outsource these functions for warranty and maintenance programs. With the growing cost of labor and the time constraints of management and supervisory personnel, and the overall unpleasant drudgery of handling these tasks in the center, a well-developed and executed plan can make a difference in employee morale and the bottom line.