Headset FAQs

Q . I can't decide which headset I will like...how do I choose?

A headset can be a very personal decision, much like a hair style or an item of jewelry. To decide what is best for you, think about what you like to wear.

If you can't stand wearing a hat, go for an "on-the-ear" style. If you wear eyeglasses, choose a very thin headset, like the "MT-11NC".
If you prefer quality then the classic "over-the-head" MT-17 style will work best for you.

Q. My phone has two ( or more ) lines. What headset should I use?

All of our headsets will work with telephones that have one or more lines. At it's most basic level, a headset merely replaces your telephone's handset.
With a headset, however, you won't get the usual neck pain involved with holding a handset between the neck and shoulder.

Q. I work in a noisy area. Which headset should I choose?

A. Nine times out of ten, I will recommendMT-17Binaural or the MT17 Monaural headsets for noisy areas. MT-17 has the best noise-canceling feature.

What is the correct placement of the boom microphone?

• The microphone tip should be pointing toward your mouth.
• The microphone should be slightly off to one side of your mouth and one to two fingers width away from your mouth.
• Once your amplifier gain is set, for consistent results always adjust the microphone to the same location relative to you mouth. As with any headset microphone, small changes in distance result in large changes in volume.

People complain I don't sound right or that I sound distorted, what can I do?

1. Check that the microphone is placed correctly. The Noise Canceling microphone rejects sound from the side and back, so if the white dot is not placed correctly you may be partially canceling your voice and result in distorted output.
2. Check the telephone amplifier gain setting; it may be set too high.

Q.What is " On -Hook Dialing" and why is it important?

A. "On-Hook Dialing" means the headset can be used without removing the telephone handset from it's cradle.With most phones, a modular headset plugged into the handset port will not provide "on-hook dialing".

This is due to the telephone's design, not the headset. Some phones contain a second modular port specifically for headsets to allow "on-hook dialing". Check the user's manual of your telephone for more information.

One simple solution is the mechanical handset lift for your office telephone.

Does it matter if the mic boom is attached to the left or right ear?

No, rotate the boom up and over to switch to the other side at your preference.

I notice the quick disconnect has a standard 2.5 mm plug. Can I use this with a mobile phone with a 2.5 mm jack?

The 2.5mm jack QD were not designed for use with mobile phones. We do not recommend connecting to a cell phone as damage to the headset or cell phone may result.

Do you offer refurbished headsets?

No, Microtel Technology does not offer refurbished headsets.

Why do I need an amplifier to use my headset?

The amplifier box matches the headset signal levels to those needed by the phone you connect to. Since manufacturers vary phone connections and signal levels, the amplifier compensates for these differences.

Can the microphone portion of the headset by replaced/upgraded?

No, the microphone is not replaceable/upgradeable.

Trouble Shooting

Headset does not work.

1. Check the headset connection to telephone amplifier
2. Confirm that the batteries of telephone amplifier are properly set.
3. Check that the compatibility of telephone amplifier is properly positioned as offered manual.
4. Verify that the headset/handset button is down for handset use.

Caller voice is low or distorted

1. Adjust the listening volume control on telephone amplifier
2. Check that the battery light is low in LED indicator.

Callers can't hear me, but I can hear them

1. Check that the Mute button of telephone amplifier is pushed down.
2. Make sure that the microphone is properly positioned, about one inch from the corner of your mouth and level with your chin.
3. Adjust the microphone volume switch on the bottom of your amplifier.

Callers can hear unclear or far away

1. Make sure that the microphone is properly positioned, about one inch from the corner of your mouth and level with your chin.
2. Adjust the microphone volume switch on the bottom of your amplifier.

Callers can hear background noise

Decrease the microphone volume level until it is disappeared.

One of the biggest factors that adversely affect AWT is ambient noise. In a recent study on the effects of background noise, research has found that by decreasing AWT by a mere 0.6 second, one customer saved $8 million annually.

This figure sounds incredibly high, but when customers and call center staff have to repeat themselves due to background noise, businesses lose money in many ways, including:

1. Increased long-distance charges - When noise makes it difficult to hear customers, it takes longer to acquire necessary information; meanwhile, long-distance charges are being incurred. Additionally, if customers can't hear well either, they might hang up before getting all the information they need and will have to call back later (thereby creating more charges).

2. Decreased employee output - The inability to hear due to background noise reduces the speed at which call center employees can attend to customers. As a result, other customers must wait or additional staff must be hired to make up for the slack. Even if your staffing levels are sufficient, the frustration employees experience due to background noise decreases their performance.

3. Customer dissatisfaction - In addition to the obvious annoyance of extraneous noise, if a caller can hear other conversations in your call center, they worry about their own privacy. Would you want to give your credit card number to someone (and have them repeat it back to you) when you know that other callers can overhear?

When many call center individuals encounter background noise, they exacerbate the problem by raising the volume on their headsets. Not only does this action distort the signal, it also creates what is known as "temporary hearing fatigue" (or "temporary threshold shift"). This industry concept basically means that when your reps are exposed to loud sounds for extended periods of time, their hearing (and therefore their productivity) will suffer by the end of the day.

Additionally, when employees crank up their headsets' volume, they will naturally speak louder, thereby increasing background noise…which leads co-workers to increase their headsets' volume and speak louder (thereby further increasing background noise)... until eventually customers can't distinguish between background noise and call center attendants' voices.