DMM LLC is a Japan-based electronic commerce and Internet company with a diversified group of over 60 businesses that includes the DMM.com entertainment site. The group’s contact center provides customer support for many of their different companies, handling enquiries across a large range of products and services. With their existing corded headsets coming to their end of life, DMM wanted to move to wireless headsets.
The Challenge
The company were interested in wireless headsets because their operators increasingly needed the freedom to walk about to check equipment while on the phone to customers.
The company decided to try out several headsets, including Jabra's, before making its selection.
“With a wired headset, you can't leave your seat while wearing the headset, and you have to put the call on hold when you go to pick up equipment to resolve customer issues. This reduced productivity and, more importantly, kept our customers waiting," said Mr. Nakagawa, Chief of the Customer Support Department at the company. DMM invested in the Jabra Engage 55 stereo headsets for their operators.
Faster call handling. Increased customer satisfaction
The ability for operators to move around and pick up equipment while still on the phone to customers means that calls are now resolved faster, without having to put customers on hold. Operators can also now answer calls while away from their desk, enabling operators to handle more calls during a shift. Supervisors can also now easily walk round to an operator who needs extra support during a call to give immediate assistance.
The final verdict
The introduction of the Engage 55 headsets has been welcomed by the staff. Operators and supervisors highly rate the headsets saying that it is "luxurious and looks cool," "comfortable to wear," "the sound quality is excellent” and “I'm very happy with it!"
