Headset System For Use In A Call Center Environment

Abstract

A headset system for use with a telephone system, especially in a call center environment, and a method of operating a wireless headset system in a call center environment, in which method a wireless connection is established between headset and base unit, and the wireless connection is maintained while indicating from a headset user interface to the base unit that the headset is available for receiving an incoming call. The headset system is connected to a telephone system and has a processor configured to receive mode information and to operate according to the received mode information. The headset has a headset user interface and controls the headset signal processor to operate in accordance with user input. The received mode information comprises a call center mode information in which mode the base unit transceiver is controlled to maintain a wireless connection with the headset transceiver, and wherein the user input includes end-of-call information. The headset is further configured to provide the end-of-call information to the base unit while maintaining the wireless connection.

Description

TECHNICAL FIELD[0001]The invention relates to headset systems, and especially to wireless headset systems, configured to be used in call center environments and especially to such wireless headset systems configured to be used with call center software. Furthermore, a method of operating a wireless headset system in a call center environment is provided.BACKGROUND[0002]A growing number of businesses use call centers to handle interactions with customers. The call centers use groups of agents to handle all inbound and outbound calls. Companies typically use call center services, for example, as a help desk for banks, service providers, and others, or to manage outbound and inbound communication campaigns to potential customers for telemarketing or to existing customers for collecting information or customer follow-up.[0003]In a call center, there may thus be numerous incoming lines and a number of call center agents ready to answer the incoming calls. To efficiently answer incoming t...

AI Technical Summary

Benefits of technology

[0021]In the call center mode, the headset user interface may allow the agent to ask for a further call to be routed to said agent and thereby allow the agent to control the rate of incoming calls, that is the agent may send a command to request for the next caller in the queue to be routed to his headset system. Thus, the user input may comprise a request for a next call from the telephone system.

[0022]Alternatively, the headset system may be configured to accept incoming calls as they arrive, typically, the call center management software will be providing a fixed time after the call center management software has registered that an agent has finished a call, before a next call is routed to the agent. Thus, having a headset system wherein the wireless connection may be maintained while at the same time enabling the headset user interface to communicate with the base unit, and especially to communicate end-of-call signals to the base unit, results in an improved user experience.

[0023]The headset control unit may be configured to control the

Problems solved by technology

The call center management software implementing the call center may be very complex and multifunctional, however, typically, standard phones or headsets are connected to the call cen

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