Call Centre Headsets FAQ

You need a bottom cord that matches both the headset brand and your phone. Jabra, Poly and EPOS each use their own QD plug, so a Jabra headset needs a Jabra bottom cord. The other end must suit your phone: a cord for the headset port on a desk phone, or USB for a PC. Our Headset Bottom Cords category lists each cord by brand and phone.

They can, but personal headsets are more hygienic. If headsets are shared, give each agent their own ear cushions and, on models that use one, their own voice tube. Leatherette cushions can be wiped clean between shifts more easily than foam.

Yes, USB headsets work as standard USB audio devices with browser-based and installed contact centre software. Some headsets are also certified for specific platforms; the product page lists any certifications.

Use a headset splitter or training cable, which lets two headsets connect to one phone or PC. The supervisor hears the call and can be set to speak or listen only, depending on the cable. The Project Telecom Headset Training & Supervising Bundle has all the parts for this in one complete set. 

Yes, DECT headsets are, as long as the number of headsets in one area stays within the manufacturer's stated user density. DECT uses its own frequency band, so it does not compete with Wi-Fi or Bluetooth. Many contact centres keep agents on corded or USB headsets and give DECT to supervisors, who need to move around.