Jabra today announces new elements of its marketing and sales strategy as it aims to win 50% market share of the contact centre headset market over the coming 24 months. The bold statement from Jabra follows the launch of their Jabra BIZ 2300 headset, supporting recent research from the company highlighting that almost three quarters (74%) of all contact centre agents in the UK are unsatisfied with their technology and believe it doesn’t allow them to do their job effectively.
With almost one million contact centre agents in the UK and customer service becoming an increasingly more important element of brand success, Jabra believes that now is the right time for companies to consider a change in their technology. Jabra’s GenM 2013: One Year On research, which looked at tools and productivity in the workplace, also showed that 4 in 10 (41%) workers think this is so important that they would consider switching jobs if they were given poor quality devices and tools.
Jabra’s assault on the headset market will be heavily supported by their new Assured Service Programme. The programme has been created to help the industry generate higher levels of agent job satisfaction, leading to better rates of productivity in the contact centre, whilst easing the technological change contact centres may want to make.
Nigel Dunn, MD Jabra UK and Ireland Business Services, commented: “The contact centre is still such an integral part of a brand’s sales and customer service strategy and it’s crying out for new, more innovative technology. Sound, movement and health and safety were all areas that our GenM 2013 research highlighted as being vitally important to the daily work life of an agent in a contact centre. We see the Jabra BIZ 2300 headset as our Trojan horse and believe that some of its USPs such as its air-shock microphone and best-in-class noise-cancelling technology will be something that appeals strongly to an industry that has been somewhat left behind in the innovation stakes.”