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V200 Wireless Headset Replaces V150, Connects to PC, Desk Phone

4/20/2017 - 0 Comments
 
The computer at your desk is sometimes even more important than the phone that sits there. With webinars, soft phones, and video conferencing software, as well as, let’s face it, Pandora or Spotify to keep us entertained, our computers figure heavily into a typical work day. That’s why VXi has replaced the V150, a desk phone-only wireless headset, with the V200, which connects to both PCs and desk phones!

A wireless DECT headset, featuring dual connection, a field-replaceable battery, and 3 wearing styles for less than $150? VXi has discontinued the V150, its $99 wireless headset option, in favor of the new V200 with a $149 MSRP. Wow!

Why is it important that the V200 headset has a field replaceable battery? It’s simple. With this feature, a $20 battery extends the life of your headset for years. Some wireless headsets on the market do not have replacement batteries, so when your battery runs down, you have to replace the entire headset – typically at a cost of around $100.

The fit and feel of the V200 headset has been upgraded from the V150. A shorter mic boom is just one of the changes to the new headset design. The mute and volume buttons have been separated now, so that the mute button is on the top of the ear, and the volume up/down buttons are at the bottom. There’s no way to accidentally mute yourself while you’re adjusting the volume! The redesigned ear hook is easier to manipulate, for the perfect fit on the ear. The headband and neckband styles are great options as well.

The noise cancelling microphone blocks quite a lot of the background noise so that callers can focus on you – and not your colleagues. The 10+ hour battery life gives plenty of time for calls and a 1-year warranty backs up the device.

Another great feature about VXi wireless is the design of the optional electronic hook switch (EHS), which lets you answer and end calls away from the phone. The EHS is installed directly below the V200 base, for a compact and discreet look – no excess cords on the desk!

We are convinced that our customers will find value in this reasonably priced professional wireless headset. Call us at 1-866-998-9991 to learn more about the V200 and its benefits.

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Options for Side by Side Training with Headsets

4/18/2017 - 0 Comments
 
Contact center staff members are at the front lines of engagement with your customers. Their success translates into happy customers, which is is why it's imperative to provide valuable, hands-on training from the start. If the new staff members will work on the phone, side by side training is especially a must; however, how the training is delivered depends upon several factors. Here's what you need before your new staff members arrive!

Training new staff, ongoing staff training, and supervisor drop-ins are all situations that are common in contact centers. Training cables (also known as supervisory cords, Y cords, or splitters) connect to Quick Disconnect (QD) headsets only. So if you are planning to roll out USB all-in-one headsets for your environment, make sure to order separate QD training set-ups. Currently, there is no side by side training set-up for all-in-one USB headsets.

Desk Phone Training

To begin, here's a traditional training set-up: a desk phone, 2 QD headsets connected to one direct connect lower cable by way of a Y cord. The Y cord shown has an inline mute switch, so that the second person can be either muted for listening to the conversation, or live, depending upon the situation. Depending upon the brand, Y cords can also have one side that's always muted.


Softphone Training

Training setups for the computer can be done a couple of ways. One is similar to the above mentioned desk phone setup. For example, in this image, there are two quick disconnect headsets, one Y-cord, and one QD to USB connection cable to the laptop (in this case, a Link 260). Another option is the Jabra Link 265.

Link 265

This Y-cord is the only one of its kind. The Link 265 from Jabra is a Y-cord that ends in USB. Connect two QD headsets to the Link 265 and connect via USB. It's that simple ... and cuts out one cord from the set-up above.





















Amplifier Training

The Jabra Link 860 amplifier has a guest port for supervisors to connect into. Using the Link 850/860 QD Supervisory Cord with in-line mute, supervisors can immediately drop into a call and have the same functions as the primary headset.















Wireless Headsets

The conferencing feature of wireless headsets allows connection of up to 4 (the primary headset + 3 additional) wireless headsets to a single base.

With the primary headset in use, simply drop the second headset into the base. Once the secondary headset has been paired to the base, a tone will sound in the primary headset, and that headset must hit "Answer" to accept the secondary headset. To unpair, or disconnect the secondary headsets, simply dock them back into their own bases.

Read our complete blog post on how to accomplish training with wireless headsets, here: How to: Side by Side Training with Wireless Headsets.

We are always happy to walk you through this over the phone as well – give us a call anytime at 1.866.998.9991.

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Quality Monitoring Guidelines for Telemarketing Services

4/13/2017 - 0 Comments
 
By Marcia Jenkins, Senior Operations Manager, Quality Contact Solutions

If you have ever been a sales agent in a seat making or taking calls for a telemarketing services company or an outsourced telemarketing company, you have a good idea of what the primary Do’s and Don’ts for Quality Monitoring are. Sales agents know first hand what helps or possibly hinders their improvement. A good frontline telemarketing sales agent wants nothing more than to succeed, so they thrive on that feedback to get better. Here is a list of Do’s and Don’ts for quality monitoring as compiled by the telemarketing sales agents themselves.

Do's

• Provide positive feedback. Find something great about their call whenever possible.
• Carve out time to listen to their call and other calls that display the technique you want them to improve on.
• Keep it simple. Find one or two things for them to focus on for improvement. Once the improvements are mastered, then go on to additional areas for improvement.
• Plan on role playing with them. This “Do” is essential in not only making sure they know what you want, but can actually display it on future calls. Ensure that they can “walk the talk."
• Follow up. Ensure the agent is implementing the new feedback and if not, have steps in place to redirect. When they are improving, provide Kudo’s! Find them doing the newly mastered technique or attempting and working through it.
• Remind them about why it’s vital to implement. For example, “It is a client expectation and it will help them build their sales revenue and commission.”

Don'ts

• Only send written feedback. Your frontline telemarketing sales agents need to be able to understand what you want from them and ask questions and listen to the call(s).
• Offer so many little things that need improved upon. Give them a couple of areas to work on and let them overcome those before adding more.
• Be negative. No one responds well to negativity. Keep it positive and upbeat! Try the sandwich technique, starting with a positive, something to work on, then a positive to wrap up the feedback!
• Rush. They know your time is valuable and what better way to show them they are a valuable member of the team then to spend some of your day “Getting on the same page?”

Telemarketing Services team members need to know that we are there to assist them and help them improve. We are all a team on the same page with the same goals.

Whether you are a Telemarketing Service provider or work with an Outsourced Telemarketing company, make sure your team members in the call monitoring role know these Do’s and Don’ts. You’ll find that both morale and productivity will be improved.

Marcia Jenkins is the Senior Operations Manager for Quality Contact Solutions. Prior to joining Quality Contact Solutions, Marcia was a sought-after 10-year call center veteran with the ability to manage and sell. Marcia is responsible for the day to day operations for the At Home Division. QCS At Home is a work-from-home telemarketing and call center solution focused on business to business outbound telemarketing, test-bed projects and special programs which are typically not well-suited for the traditional brick and mortar call center operation. Marcia can be reached at Marcia.jenkins@qualitycontactsolutions.com.

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Free Speakerphones, Headset Deals, Trade-In Programs ... Oh My!

4/8/2017 - 0 Comments
 
These promotions are offered by several of our manufacturers, and include trade-in offers, cash back, and free product. Details and deadlines for each promotion vary, so scroll through this post for all of the current promotions.

VDO360

VDO360 has created its flagship PTZ videocamera, the CompassX USB 2.0 PTZ. Now, with the purchase of a CompassX camera, receive a FREE Duet Speakerphone from Phoenix Audio.

What's new with the CompassX? A wider field of view; lower light capability; improved color accuracy and an updated autofocus system are all upgrades to the Compass camera. VDO360 believes this USB 2.0 camera outranks many of the USB 3.0 cameras on the market. Hurry! This offer for a free Phoenix Duet speakerphone is only good for a limited time, while supplies last.

Plantronics

Go Mobile. Mobile collaboration has never been easier! Buy 10 Voyager 5200 UC headsets, and get a FREE Voyager Focus UC (MSRP $299.95). The Voyager 5200 UC offers the most advanced, adaptive noise-cancelling with WindSmart technology to reduce disruptive noise — wherever you are. (Read more about this headset on our blog, here: Out of the Office, Not Out of Reach). The Voyager Focus UC, with its dual ear leatherette ear cushions is ultra comfortable, and has active and passive noise-cancelling for an immersive audio experience — perfect for those open office environments when you need to focus on the job at hand.

This offer expires June 30, 2017.



Jabra

For those who work in the Public Sector, an incredible discount is now available on any Jabra product. This means substantial savings on items you use and need every day! Contact us to find out if you qualify for the Public Sector discount.

Wherever You Work, Jabra's got the right headset solution for your environment. You can Enhance Your Open Office when you purchase 35 of any combination of the Evolve 40, 65, or 80 UC headsets, you receive a FREE Noise Guide (MSRP: $665.00). This unique device monitors noise levels and makes people aware of the impact noise has on the work environment. Enhance Your Contact Center: when you purchase 20 BIZ 1500 headsets or 10 BIZ 2300 or 2400 II corded headsets, you receive a FREE PRO 9450 wireless headset (MSRP: $348.00). And, you can Enhance Your Calls on the Go when you purchase 10 Motion UC/Stealth UC or 5 Motion Office mobile headsets and receive 1 FREE Speak 510 speakerphone (MSRP $149.00). This program is available through June 30, 2017.

The Trade-In Offer from Jabra gives you a rebate for the purchase of new Jabra headsets, when you trade in your old headsets:

•$20 rebate toward purchase of Jabra Pro 900/9000, Motion Office, or Evolve 65 wireless headsets or

•$10 rebate toward purchase of Jabra corded headsets (excluding UC Voice, Biz 1500 and Evolve 20/30 headsets)

Claims can be submitted at the official Jabra Trade In page. This program also expires June 30, 2017.

VXi

Purchase a new Reveal Pro Office or V200 office wireless system and take advantage of the VXi Office Wireless Trade-In Program. For each headset purchased, and old VXi or competitive office wireless headset system sent in to VXi, you receive a $10 check. We will email the claim form once purchase is made. Claims must be made within 30 days of purchase, and an invoice must be included with the Trade-In request.

For corded headset purchases, there is a $5 Trade-In Allowance with purchase of new corded headsets or amplifiers. Trade in old VXi or competitor products, and receive $5 for each headset sent in. Download the Trade-In Claim form, complete the information, and include the form, along with proof of purchase, when submitting the old headsets. Claims must be made within 30 days of purchase.

Are you ready to talk about new headsets? Give us a call at 1-866-998-9991 or send us an email!

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MDA100 QD and MDA220 USB Bring Unity to Communications Solutions

4/5/2017 - 0 Comments
 
With the introduction of the MDA200, Plantronics asserted itself as a leader in Unified Communications for hardware solutions. The device, and its sister, the MDA100 QD, are complementary audio switchers that function with a variety of headsets to ensure smooth communication, whether it's on your desk phone, soft phone, and even smartphone! Plantronics has replaced the MDA200 with the new MDA220 USB, which features improved echo cancellation and enhanced headset compatibility.


Simple, intuitive, seamless


Our testing of the MDA220 USB found that the device is pretty much the best thing since sliced bread! This device enables corded USB headsets and UC-enabled Bluetooth headsets (those with USB dongles) to be used with a desk phone and gives the user the option of switching between the desk phone and computer. When using a Bluetooth headset with the MDA220 USB, it allows for triple connection to your smartphone, desk phone and computer. It’s ideal for Unified Communications environments where desk phones are still present. And, what we really love about the MDA220 USB is that is now gives us the ability to use an active noise cancelling headset with our desk phone.

As office designs are quickly converting to open floor plans, we have received many inquiries from customers who are looking for a desk phone compatible headset that will provide active noise cancellation in the speakers. While Plantronics and Jabra both offer ANC headsets, they are strictly USB connection and unless you have an MDA220 USB, you won’t be able to use them with your desk phone.

We did thorough testing with several headsets, and did not need to stay within the Plantronics brand. As a disclaimer, Plantronics only guarantees the use of the MDA220 USB with a specific list of headsets that is continually updated.



The MDA100 QD is used with corded Quick Disconnect headsets and enables the user to toggle back and forth from USB to desk phone. There is a Mute button at the top of the MDA100 QD. When the mute is activated, the button is depressed and the area surrounding the button is red. Release the button and the mute is turned off.

Plantronics recommends this product for customer service centers who are transitioning from desk phones to softphones and unified communications (UC), and require users to manage audio from two sources with a single headset.

The MDA220 USB and MDA100 QD audio switching devices utilize the headsets you already have in place and connect them to audio endpoints for the best use of your resources. Interested in learning more about the MDA family? Contact us!

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