Call centres rely heavily on high-quality headsets to ensure clear communication, comfort, and efficiency for agents. The right headset can improve productivity, reduce background noise, and provide superior audio quality for both the agent and the customer. Leading manufacturers such as HP | Poly, Jabra, Yealink, and EPOS offer a range of headsets with various features tailored for call centre environments.
This guide explores the essential features that make a headset suitable for call centres, highlighting key options from top brands.
1. Comfort and Ergonomics
Since call centre agents wear headsets for extended periods, comfort is a top priority.
Key Comfort Features:
Lightweight Design: Reduces strain on the head and neck.
Adjustable Headbands and Ear Cushions: Ensures a perfect fit for different head sizes and shapes.
Soft, Breathable Ear Cushions: Helps prevent discomfort during long shifts.
Monaural vs. Binaural Options: Monaural (single ear) headsets allow agents to stay aware of their surroundings, while binaural (dual ear) headsets provide better focus and noise isolation.
Top Headsets:
HP | Poly Blackwire 5220 – Soft leatherette ear cushions and adjustable headband ensure comfort.
Jabra Engage 75 – Lightweight design with memory foam ear cushions.
Yealink UH36 – Ergonomic design with ultra-soft cushions for prolonged use.
EPOS Impact SDW 5015 – Comfortable and adaptable for all-day wear.
2. Noise Cancellation and Sound Quality
High-quality audio is essential for clear conversations and reducing misunderstandings. Noise-canceling features help agents focus and improve call clarity.
Key Audio Features:
Active and Passive Noise Cancellation (ANC & PNC): Filters out background noise from busy environments.
HD Voice and Wideband Audio: Ensures crystal-clear sound quality.
Echo and Distortion Reduction: Prevents audio feedback and enhances clarity.
Boom Microphones with Noise Reduction: Helps remove unwanted noise from the agent’s surroundings.
Top Headsets:
HP | Poly Voyager Focus UC – Advanced ANC and high-definition audio.
Jabra Evolve2 85 – Industry-leading noise cancellation and superior microphone clarity.
Yealink WH66 – AI-powered noise cancellation for professional sound.
EPOS Adapt 660 – Adaptive noise reduction and immersive audio quality.
3. Connectivity and Compatibility
Call centres use a variety of communication platforms and devices. The best headsets offer flexible connectivity options for seamless integration.
Key Connectivity Features:
Wired vs. Wireless: Wired headsets offer a stable connection, while wireless provides mobility and flexibility.
USB, 3.5mm, Bluetooth, and DECT Options: Ensures compatibility with different devices.
UC (Unified Communications) Certification: Works with platforms like Microsoft Teams, Zoom, Cisco Webex, and Avaya.
Multi-Device Pairing: Enables agents to switch between desk phones, PCs, and mobile devices effortlessly.
Top Headsets:
HP | Poly EncorePro 520 – Wired headset with USB and QD connectivity.
Jabra Engage 65 Stereo – DECT wireless headset with superior range.
Yealink WH62 – Dual USB connectivity and Teams integration.
EPOS Impact DW Pro 2 – Wireless DECT connectivity for extended mobility.
4. Battery Life and Charging (For Wireless Models)
For call centres that prefer wireless headsets, long battery life is a crucial factor to minimize downtime.
Key Battery Features:
Extended Talk Time: Allows agents to work without frequent recharging.
Fast Charging: Reduces the time required to power up headsets.
Docking Stations: Provides a convenient way to charge and store headsets.
Top Headsets:
HP | Poly Savi 8220 – Up to 13 hours of talk time with quick charging.
Jabra Engage 75 – 13 hours of battery life with fast charging.
Yealink WH67 – Wireless charging with an intuitive base station.
EPOS Impact SDW 5066 – 14 hours of battery life and seamless charging.
5. Durability and Build Quality
Call centre headsets undergo heavy use, making durability an important consideration.
Key Durability Features:
Reinforced Cables and Boom Arms: Prevents wear and tear.
Metal or High-Quality Plastic Construction: Ensures longevity.
Replaceable Ear Cushions and Parts: Extends the headset’s lifespan.
Top Headsets:
HP | Poly Blackwire 3325 – Sturdy build with reinforced materials.
Jabra Biz 2400 II – Kevlar-reinforced cable for durability.
Yealink UH37 – Robust design with high-end components.
EPOS Impact 1061 – Built to withstand extensive daily use.
6. Additional Features and Smart Technology
Modern call centre headsets come with advanced features to enhance usability and productivity.
Key Smart Features:
Busy Light Indicators: Shows when an agent is on a call.
Intelligent Mute and Voice Commands: Enhances usability.
Touch Controls: Provides easy access to call functions.
AI-Powered Sound Processing: Adjusts sound profiles automatically.
Top Headsets:
HP | Poly Voyager 6200 UC – Smart sensors detect when the headset is worn.
Jabra Evolve2 65 – Integrated busy light and intuitive controls.
Yealink WH63 – Touch-sensitive controls for easy operation.
EPOS Adapt 360 – Smart noise filtering for enhanced audio experience.
Best4Headsets
Choosing the right headset for a call centre depends on several factors, including comfort, noise cancellation, connectivity, battery life, durability, and smart features. Brands like HP | Poly, Jabra, Yealink, and EPOS offer excellent options tailored to call centre needs.
For optimal performance, businesses should consider the specific requirements of their call centre environment and select headsets that offer the best balance of quality, functionality, and cost-effectiveness. Investing in the right headsets can significantly improve agent efficiency, call clarity, and overall customer satisfaction.
Best4Headsets have a long history in supplying headsets to call centres and contact centres - get in touch with the team for more information
View some of our best call centre headsets
