Experience Sennheiser sound EE/Orange choose Sennheiser because only the best will do
EE/Orange boosts performance and service levels with Sennheiser DW Wireless Series headsets As the UK s fastest growing mobile telecommunications company, EE/Orange believe in giving their employees the best tools to excel. When updating their call centre headsets in North Tyneside, Plymouth and Darlington, they turned to Sennheiser to deliver a wireless solution that bot improved performance and gave customers better service. Company: EE/Orange UK Website: www.orange.co.uk Customer size: 2,400 Industry: Telecommunications Product: Sennheiser DW Wireless Series headsets (DW Office, DW Pro1, DW Pro 2) Number of units: 1,000+ headsets About EE/Orange: EE/Orange is part of the UK s largest communications company, providing mobile and fixed-broadband communication services to more than 27 million customers. Orange s priority is to guide its customers in the digital world, bringing them services that are ever more reliable and innovative. Backed by a world-class quality network, the people of Orange are committed to bringing their customers the very best customer experience. The challenge: EE/Orange needed a wireless headset solution to provide their customer service agents with greater mobility and increased call efficiency. The solution also had to be future-proof and compatible with the company s new wideband solution.
Reduced hold time and decreased call time gives us fantastic savings In their own words See the case story and hear how EE/Orange experienced Sennheiser www.sennheiser.com/eecase
With these new headsets, speech is very clear which obviously saves a lot of time on the call. David Tait Customer Service Agent EE/Orange Quality counts The sense of being given quality tools to work with had a surprising effect on the way the equipment was handled: Before, headsets were just left around on the desks, but now they are being put away at night, cleaned and well looked after. When I saw Sennheiser on the box, I knew it was going to be good: I m also a DJ and know the brand already. It was nice to have that logo on my work headset too. On previous headsets I got a lot of background noise the call centre is quite loud. But with this set, all I hear is what s going on in the call. I don t get any of the background noise that you get with normal headsets. The headset is extremely comfortable, it s got very good padding. I don t really notice the headband it s like my DJ headphones that level of comfort. When I ve been using headsets in the past, customers often said they couldn t hear what was being said. They d also be picking up a lot of background noise from other call agents. It s nice with this new headset that the speech on them is very clear which obviously saves a lot of time on the call. Because I know the brand, I knew the quality of the headsets was going to be really good and they weren t one of the cheaper headsets: I find I look after them a lot better and I actually feel a bit proud about wearing them.
We ve seen huge improvements in hitting our performance goals. Paul Anderson Implementation Manager EE/Orange Users choose The range of headsets, from the monaural DW Office and DW Pro 1 to the binaural DW Pro 2, meant that users found a solution which best suited their individual working styles and the varying noise level at their work environments. After trying out a variety of different headsets, the DW series got the most positive feedback from our frontline staff for their design, range and sound quality. We ve seen some huge improvements in terms of hitting our targets and performance goals: Reduced hold time for customers and overall decreased call time give us fantastic savings. We ve also seen an improvement in our service levels. Features like ActiveGard, give us the peace of mind that we are doing everything possible to protect our staff against acoustic shock. In a workforce of this size, avoiding sick days makes a real difference. The sturdy build also means we ve had hardly any breakages, which had previously been a major problem. You really get what you pay for. Overall we couldn t be more pleased with the products and services provided by Sennheiser. They have been first class. The support we have received in setting up these products in our various contact centres, has really been superb. The whole experience has been professional, with a great understanding of how these headsets can help us deliver the very best customer experience.
As an operations manager, it s really key that our staff get the best tools that are available. Peter Davis-McCabe Operations Manager EE/Orange Performance first Orange have high standards, and one simple aim when it comes to people: To attract the highest-calibre, most ambitious and most innovative employees, and then give them everything they need to perform their socks off. As an operations manager, it s really key that our staff has the best tools available. Our staff are very aware that the kit we ve given them is pretty much top of the line, and they know the level of investment we ve given them. They re very proud to have that. It took us a little while to get used to seeing people walking around the building apparently talking to themselves. Then they d turn around with a single-sided headset on, and you d realize they were having a conversation with a customer. It just seems like a much more relaxed environment when they can do that. Obviously people that work in this industry like to see the newest gear, and these are quite modern looking. Agents who don t have these pieces of equipment are curious and want to see how they work. Team managers can now talk to a customer or monitor calls simply by tapping the same box that was new to agents and generated quite a lot of conversations. It was good to see on that nerdish level, that people wanted to know it and try it.
Experience Sennheiser Perfection is always relative: Users have different expectations from their headsets depending on their needs. For professional users, that need is to communicate as effectively as possible. With Sennheiser s range of headsets, the combination of exceptional HD sound, quality design and build and a focus on real life usability give the best performance possible in busy offices, call centers and UC environments. Please visit us at: www.sennheiser.com/cco Sennheiser is one of the world s leading manufacturers of headphones, microphones, wireless transmission systems and high-quality headsets for both business and entertainment. Drawing on the electro acoustics expertise of Sennheiser and the leading hearing healthcare specialist William Demant, Sennheiser Communication s wireless and wired headsets for contact centers, offices and Unified Communications professionals are the result of Sennheiser s and William Demant s joint leadership in sound quality, design, wearing comfort and hearing protection. Sennheiser Communications A/S Langager 6 DK-2680 Solrød Strand Denmark