- Lei Xiaoshun, Deputy Director of Shandong Contact Center Base
Headquartered in Weifang National High-Tech Industries
Development Zone, the 147 m2 sized Shandong Contact
Center Base was set up with total investments of CNY556
million (US $7.8 million). Supported by the National
Development and Reform Committee and the local
government, the center aims to be a Business Process
Outsourcing (BPO) call center cluster and base for China
and globally, providing professional training and business
More than 2,000 agents in its main office and over 20
branches across China handle clients from government
agencies, public institutions, manufacturing, finance,
e-commerce, telecommunication, and information technology
industries. The company expects to increase agents
to over 10,000 over the next two years with good growth
Thus, Shandong Contact Center Base wanted to ensure
that exceptional equipment provided a foundation for
improving agent performance and boosting job satisfaction.
This would help keep its agent turnover low whilst
avoiding the cost of training replacement staff.
Before the Jabra deployment, Shandong Contact Center
Base had been using headphones from various
international and local brands. Though these products met
its business needs, they were not ergonomically designed
for extended use.
Solution Jabra recommended the Jabra GN2120, Jabra
GN2000NC, and Jabra BIZ 620 USB headsets that are highly
compatible with its Avaya Communication Platform. The
company was impressed with the headsets’ outstanding
audio delivery, good performance over cost, and especially
the exceptional comfort users experienced. Lei Xiaoshun,
Deputy Director of Shandong Contact Center Base said,
“We asked the agents to fill in a questionnaire on the use
of Jabra headsets. The results show they felt fully satisfied
with Jabra solutions.”
Shandong Contact Center Base then signed a strategic
partnership on July 2010 to deliver 300 Jabra headsets.
These were certified under Avaya DevConnect Program for
seamless connectivity with the Avaya Phone Systems.
With its ergonomic design, it is ideal for prolonged headset
use. The Jabra headsets have also become the main choice
for replacing all the center’s headsets.
The Jabra headsets have helped Shandong Contact Center
Base improve its service delivery, lower its turnover rate,
and enhance its agent’s customer focus.
Each agent is on the phone for about three and a half hours
daily, and now with the Jabra headsets, contact center
agents can now deliver exceptional service with minimal
physical strain even after long hours on the phone.
“Jabra headsets deliver excellent comfort levels and a
better user experience to contact center agents. Besides
protecting employees’ hearing, the well-designed headsets
also significantly improve user satisfaction and helps
lower turnover rates,” said Lei. Industry turnover rate is
generally between 10 to 15 percent. However, Shandong
Contact Center Base has managed to lower its turnover to
6 to 8 percent.
The Jabra headsets’ excellent noise-reduction feature helps
eliminate health risks associated with prolonged exposure
to high-volume usage. Additionally leveraging this feature,
agents don’t have to raise their voices while talking to
customers. The exceptional audio clarity also improves
communications for better customer engagement.