Noise reduction headsets only solve part of the problem because they only work for the person using the headphones, and only block noise coming from their side of the call.
However, background noise is a four-pronged issue. You have:
- The sound your agent can hear from their end of the call
- The sound your agent can hear from the customer’s end of the call
- The sound your customer can hear from the agent’s end of the call
- The sound your customer can hear from their end of the call
Sound-proofing offices and upgrading headsets only solves half the problem, at best. Noise-absorbing partitions and increased space between agents may help on a call centre floor, but do nothing to address noise on the customer side and are hard to replicate at home. Active noise-cancelling (ANC) headphones only work for the person using the headphones, blocking noise from their side of the call. Clear voice capture (CVC) cancels the noise around the agent for the customer, but it doesn’t cancel the noise around the customer for the agent.
IRIS Clarity actually compliments call centre headsets, creating a voice isolation bubble for both the agent and the customer.
Example: You're calling a customer who's driving. With your noise cancelling headset, the noise from your call centre gets eliminated, but you still struggle to make out what your client is saying because of the background noise on their end. IRIS Clarity allows you to isolate your client's voice as well as yours, so you can both focus on what's important: the conversation.
