Transcript
EXPERIENCEWARE
Contents Welcome Continuous improvements Meet the family What’s changed Why sell the EncorePro family? Sales opportunities How to sell EncorePro – the family • EncorePro 510 & 520 • EncorePro 530 • EncorePro 540 • EncorePro 710 & 720 • DA Series
Family overview Support FAQs
Welcome As service expectations continue to rise, enterprises need to adapt to become more customer-centric. There is a sound business benefit in doing so.
Customers generally have simple, straightforward requests, and yet it can seem so difficult to fulfill these needs.
Research shows that around two-thirds of end customers claim to have switched providers within a year after receiving poor service.
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So how can the enterprises you talk to every day become more customer-centric? For us, it all starts with smarter customer interactions. This means prioritizing the end customer over internal processes and focusing resources on the new frontline of the brand—customer service. With the intelligent use of technology, your enterprise customers can empower staff to deal with ever-more complex calls and see the benefits of improved service across the board.
They want to contact you anytime, anywhere They prefer to conveniently contact you on their mobile device They want their problem solved at first contact They want you to understand who they are, what their problems are, and if needed, speak to the same person next time
While this all seems logical, it isn’t. Globally distributed customer service centers are still disconnected with different hours of operation and service commitments. Customers often need to repeat their information because digital and voice channels are designed in isolation, often not for mobile use, and information is not always transmitted from one channel to another. Furthermore, the customer service representative is the only one tasked in keeping the customer happy, but is often under-recognized and works in an acoustically challenging workplace that hinders them in performing the most important part of their job—effective communication. At Plantronics we understand these issues. We not only sell headsets to customer service centers, but we have seven customer service centers of our own and understand what it takes to be productive and provide the best experience on both sides of the call.
Philip Vanhoutte Sr. VP & MD at Plantronics Europe & Africa and Thought Leader of Smarter Customer Interactions
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Paul van den Berg VP of Global Customer Care at Plantronics Europe & Africa and Practical Leader of Smarter Customer Interactions
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The modern contact center Customer service has changed and it matters more than ever. The interaction between customer service representatives (CSRs) and the people they serve has shifted—with the power to control the experience moving from the company, to the customer.
The result is a renewed focus in the following areas:
Today, the person contacting an organization’s customer service center might know more about the issue at hand than the CSR. While it may be their first call, in a world of multichannel customer service, it’s not their first step. This means CSRs face more complex demands and higher expectations. In order to meet these challenges, CSRs need to deliver a better customer experience.
PLACES Optimizing the workspace environment to fit the needs of the modern CSR
In this new model, to interact more effectively with customers, CSRs need superior tools that enable them to communicate clearly and audibly.
This is where you and Plantronics can help.
PEOPLE Enabling, empowering, and protecting the CSR— the voice and ears of the brand
PROCESSES Providing the tools and processes that complement, simplify, and assist the CSRs’ efforts
75% of consumers say they would do business with a company based on a great contact center experience. — GENESYS, Global Consumer Survey
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Meet the family Plantronics EncorePro and SupraPlus headsets have long been our most popular designs for all-day comfort, reliability, and audio quality. With increasing demands placed on the CSR, it was time to upgrade the technology that makes Plantronics headsets leaders in the field. As part of this process it made sense to build on the proven EncorePro name and bring our over-the-head, over-the-ear, and convertible headsets under a single, simpler product family: THE ENCOREPRO FAMILY
HW510
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HW520
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HW530
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HW710
HW720
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So what’s new... After three years of development and more than 100 interviews with end users across 30 different countries, the EncorePro was born to meet the challenge of the modern customer service center. • Aircraft-grade, anodized aluminium used within metal joints for greater durability • Visual and tactile positioning guides enable precise and quick microphone positioning
Discover more. Dowload our infographic to see the evolution of the EncorePro Series.
• Wideband audio delivers richer, clearer conversations and reduces listening fatigue • Flexible noise-canceling boom allows optimal positioning for voice clarity • Laser-welded construction and metal joints are engineered to provide reliability where it matters • Quick Disconnect™ allows users to easily move away from their workspaces without removing their headsets
See how our new generation of designers have merged science with art to achieve the ultimate new breed of headset. HOME
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Why sell the EncorePro family? The customer service headset, and the information it contains, is the critical link between an organization’s CSRs and their customers. The relationship between customers and CSRs has changed and the shift is having profound business implications. Modern customer service centers must adapt to the needs of their increasingly digitally literate, impatient and “mobile first” customers. Whether you are introducing the benefits of EncorePro headsets for the first time or supporting the upgrade of an existing installed base of SupraPlus headsets, now is the time to start a new conversation with your customers.
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Identifying sales opportunities for the EncorePro Here are some qualifying statements to consider:
Need to expand / extend / replace existing headsets. • Hiring new employees
• In a refresh cycle
• Replacing units
• Intra-company opportunities in IT, inside sales, etc.
Need to change the physical workspace strategy. • Bought a company
• Downsizing
• Save money on real estate
• To attract and retain employees
• Company is moving
• S pecial requirements to meet handicap compliances and ergonomics
Need to change the communications strategy. • Communications system is end-of-life
• System is outdated
• Technology can’t support applications needed
• Upgrade to new systems • Improve customer and agent satisfaction
Need to change the customer service strategy.
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• Force from competitors
• A new route-to-market
• Reduce costs
• Brand repositioning
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How to sell the EncorePro family Listen to Joe McGrogan, director of sales for customer service center solutions at Plantronics, talk through the top selling points for the EncorePro family of headsets. Watch the video
Check out our full FAQ section
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EncorePro Introducing the family
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EncorePro family
HW510 & 520
HW530
HW540
HW710 & 720
DA Series
EncorePro 510 / 520
Designed to exceed expectations Completely re-imagined for the modern customer service center, with soft ear cushions for all-day wearing comfort, metal joints that deliver durability and reliability, and a flexible mic with visual and tactile positioning guides for precise positioning and clearer conversations.
EncorePro 520 FEATURES:
Voice tube models available. (HW510v/ HW520v)
EncorePro 510
• Brand new, stylish, and ergonomic design • Unibody flexible boom and laser welding ensure maximum robustness • Precise visual and tactile feedback on mic positioning • Next-generation noise-canceling microphone • Soft, foam ear cushions for all-day comfort • Tuned wideband audio for richer, clearer conversations while SoundGuard technology protects user from noise spikes and listening fatigue • Quick Disconnect feature for walkaway convenience CONNECTS TO:
PC or desk phone with Plantronics audio processors and cables IDEAL FOR:
Telephone-intensive users, including formal customer care centers, help desks, telesales, and customer service organizations. Industry leading reliability: Tested to the same reliability standards as SupraPlus
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Superior audio quality: 6dB increase in speaker loudness (compared to SupraPlus) for improved audio intelligibility
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All day wearing comfort: Up to 22% lighter than SupraPlus
Download the product sheet
Watch the product video 11
EncorePro family
HW510 & 520
HW530
HW540
HW710 & 720
DA Series
EncorePro 530
Light. Powerful. Unique. Our over-the-ear design is an ideal choice for customer service and busy office environments where you need a headset that’s easy to put on and take off. The lightest headset in its class, the EncorePro 530 delivers high-quality audio, a flexible mic with visual positioning guides, soft ear cushions, and lightweight materials for all-day wearing in a durable over-the-ear style.
FEATURES:
• Visual boom position guide for optimum microphone placement EncorePro 530
• Soft, foam ear cushions for all-day comfort • Tuned wideband audio for richer, clearer conversations while SoundGuard technology protects user from noise spikes and listening fatigue • Quick Disconnect feature for walkaway convenience CONNECTS TO:
PC or desk phone with Plantronics audio processors and cables IDEAL FOR:
Telephone-intensive users, including formal customer care centers, help desks, telesales, and customer service organizations.
Visual cues ensure optimum microphone placement for background noise-canceling
All day wearing comfort: two bendable earloops to ensure a great fit
Download the product sheet HOME
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Watch the product video 12
EncorePro family
HW510 & 520
HW530
HW540
HW710 & 720
DA Series
EncorePro 540 Switch your style
It’s a 3-in-1 headset without compromise – all of the wearing styles are designed with quality and comfort in mind, in a system that is simple to convert but delivers a secure, positive fit and finish. The EncorePro 540 shares the advances of the other members of the new family, with high-quality audio, a flexible mic with visual positioning guides, soft ear cushions, and durable-yet-lightweight materials for all-day wearing. Behind-the-head
FEATURES:
Over-the-head
• Three easily swappable wearing styles Behind-the-ear
• Soft, foam ear cushions for all-day comfort • Visual boom position guide for optimum microphone placement • Tuned wideband audio for richer, clearer conversations while SoundGuard technology protects user from noise spikes and listening fatigue • Quick Disconnect feature for walkaway convenience
EncorePro 540
CONNECTS TO:
PC or desk phone with Plantronics audio processors and cables IDEAL FOR:
An ideal choice for informal contact centers, or intensive phone users looking for a headset with a choice of wearing styles.
Superior audio quality: Visual cues ensure optimum microphone placement for background noise-canceling
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Simple and easy to change styles: Intuitive C clip design provides quick and easy wearing style changest
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Lightest weight convertible headset: 16% lighter than comparable DuoPro headset
Download the product sheet
Watch the product video 13
EncorePro family
HW510 & 520
HW530
HW540
HW10 & 720
DA Series
EncorePro 710 / 720
Invest in your top performers Its distinctive design is slim and stylish with an elegant satin finish. Its featherweight materials and leather ear pads ensure luxurious comfort, while its unique curved, telescoping microphone and pivoting boom deliver crystal-clear, private conversations.
EncorePro 720
IMPROVED FEATURES:
• Reinforced, lightweight headband for strength and durability • Soft and comfortable leatherette ear pads • Tuned wideband audio for richer, clearer conversations while SoundGuard technology protects user from noise spikes and listening fatigue • Seven axes of adjustability for optimum microphone positioning • Enhanced noise-canceling microphone CONNECTS TO:
PC or desk phone with Plantronics audio processors and cables
EncorePro 710
IDEAL FOR:
Telephone-intensive users, including formal customer care centers, help desks, telesales, and customer service organizations with a need for premium comfort. Superior audio quality: The only headset with extendible noise-canceling boom for enhanced noise canceling performance
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Two year warranty: Enhanced warranty to for maximum customer confidence
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7-axes of adjustability for maximum comfort
Download the product sheet 14
EncorePro family
HW510 & 520
HW530
HW540
HW710 & 720
DA Series
DA Series
Enhance the experience When you deploy softphones in your customer service center, Plantronics DA Series USB audio processors deliver more than just a great audio experience by providing context for every call. The DA Series offers exceptional quality and control, and also helps you meet OSHA and Noise at Work requirements. With Plantronics Spokes suite of software solutions, you will be able to gain operational insights, improve processes and improve the customer and employee experience.
IMPROVED FEATURES:
• Quick Disconnect (QD) for walkaway convenience • Acoustic exposure algorithms meet OSHA and Noise at Work regulations • Easy, at-your-fingertips controls enable representatives to focus on callers (DA80) • Superior noise and echo cancellation for richer clearer conversations DA80
• Downloadable firmware updates for consistent device management across your center CONNECTS TO:
PC via USB and Plantronics QD-equipped analog headsets IDEAL FOR:
Telephone-intensive users, including formal customer care centers and help desks with Plantronics QD-equipped analog headsets SmartLock. Automatically lock PC screen to protect sensitive data
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Superior audio quality. Frequency response enhanced by DSP to improve intelligibility
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Protection. Advanced Acoustic Limiting to remove sudden loud sounds
Download the product sheet 15
EncorePro family comparison chart FEATURES EncorePro 510
EncorePro 520
EncorePro 530
EncorePro 540
EncorePro 710
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EncorePro 720
Wearing style
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Monaural (covers one ear) Binaural (covers both ears)
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Over-the-head
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Over-the-ear
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Convertible: over-the-head, behind-the-neck, over-the-ear
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Microphone/boom
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Available as spare
Available as spare
Available as spare
Available as spare
Noise-canceling option Voice tube option Wideband audio Extendible boom for optimal positioning Ribbing for intuitive boom bending Visual cues for optimal boom positioning Tactile/audible cues for optimal boom positioning Receiver Wideband audio Foam ear cushion Leatherette ear cushion Easy snap on/off ear cushions
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Available as spare
Available as spare
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DA Series comparison chart FEATURES
Advanced audio processing Noise at Work and G616/AAL support Enhanced noise-canceling and echo management Anti-startle QD style
DA70
DA80
4 pin
4 pin
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SMART HIGHLIGHTS (SUPPORTED BY PLANTRONICS SPOKES SOFTWARE PORTFOLIO) DA70 Call answer/end, mute and volume controls*
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Unique base serial # asset management** Quick Disconnect (QD) make/break detection* Download Firmware Updates (DFU)** Event logging*
DA80
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*Supported by Plantronics Hub v3.4 or later. **Supported by Plantronics Manager Pro 3.3 or later.
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Global support At Plantronics, our Global Customer Care is our commitment to providing support and service excellence across every aspect of relationship and interaction with Plantronics. We pride ourselves in listening and collaborating with our customers, from around the world, to identify, diagnose, and deliver the best possible outcomes.
GLOBAL SUPPORT IN OVER 200 LANGUAGES
24/7
Global customer care:Live agents 24 hrs/day, 5 days/wk Online self-help 24/7
Rapid replacement of defective product
Delivery and pick up from home or business address for EUs
WORLD CLASS SUPPORT
• Replacement product in 24 hours Full tracking of returned products Santa Cruz, CA (USA / Worldwide)
Tijuana, Mexico (Americas)
Hoofddorp, Netherlands (EMEA)
Gurgoan, India (South Asia)
Suzhou, China (Southeast Asia)
Austin, TX (USA)
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• Delivery to business OR home address • Full delivery tracking available online
San Diego, CA (USA)
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Free of costs for the customer
Plantronics provides a world-class, comprehensive warranty on all of its products. Check out plantronics.com/us/support/warranty/ for full warranty details. This warranty coverage is enhanced with the replacement product being sent to you as soon as your claim is approved — meaning the replacement is with you the next business day in the majority of cases.
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• Minimal disruption to your personnel
• 24/7 access to online warranty and Knowledge Base available for FAQs via Email support for responses within 24 hours • Customer Care helplines available if you prefer to speak to an agent *Certain regions may require longer depending on logistics coverage
Warranty / Support
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FAQs It’s natural that your customers will have questions for you when you first introduce the new EncorePro family to them.
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FAQs Why is Plantronics changing things? The headsets we have work really well and I don’t want the disruption. It’s been 10 years since the SupraPlus was introduced and in that time customer service center needs have changed. Fewer customer interactions take place as phone calls, yet those that do tend to take longer and are more complex. The new EncorePro headsets have enhanced audio for greater clarity and are more comfortable to wear for longer periods. The benefits of these new headsets will more than make up for any small amount of disruption.
Why are they all called EncorePro? Won’t that be confusing? EncorePro is a big step up in comfort, audio quality, reliability, and its name is associated with the best performance in those areas. As a result, Plantronics wanted to reflect these qualities through the name.
The headsets look nice but are they flimsy compared to the older ones? These headsets have been 10 years in the making and Plantronics has progressed significantly as a company since then, so the design does look dramatically different. Plantronics design department has increased five-fold, incorporating experts on materials and ergonomics and the manufacturing quality has increased through continuous improvement to an industry-leading level. These advances mean that Plantronics has made a very big step forward with this product and produced a headset that is smaller, lighter and more reliable than previous versions.
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FAQs Will the old headsets become unavailable immediately? No, both the old and new products will continue to be available for an extended period to ensure you have plenty of time to test the new EncorePro family, understand the benefits, and make the switch on a timescale that suits you.
How can a headset actually help me with smarter customer interactions? Our all-new EncorePro headsets deliver significant improvements in three areas that combined create better all-day calling: Comfort – New ear cushions are highly breathable and soft to the touch. Plus there are up to seven degrees of adjustability so mics are always positioned correctly. Audio quality – The new EncorePro is built from ground up to be wideband for high quality audio. We have also built-in unique touch and visual feedback to ensure the mic is always in the right place for the noise-canceling. Reliability – Advances in our manufacturing techniques and the materials we use mean we can improve our reliability while producing a headset that is smaller, slimmer, and lighter. For example, the use of aircraft grade aluminum to strengthen a key joint.
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FAQs How do I know the new headsets will be more comfortable? End-users are spending longer on calls, so headsets need to be more comfortable for all day wearing. The new EncorePro headsets feature up to seven dimensions of adjustability so you can always get the right combination of comfort and correctly placed microphone. Plantronics has also designed new foam and leather ear cushions that are softer and more breathable to further increase comfort.
How do I know the new headsets will sound better? The new EncorePro headsets have been built from the ground up to be wideband audio, and to be louder to make them sound better. The ear cushions that contribute to the increased comfort also contribute to the improved sound quality. To make the headset sound better for your customers, Plantronics has included visual and touch feedback on the microphone positioning so you can always be sure the boom is in exactly the right place for the perfect audio quality. This, combined with a custom built Plantronics microphone, ensures you get crystal clear audio.
How do I know the new headsets will be more reliable? Plantronics set the industry benchmark with SupraPlus. With these new products Plantronics wanted to excel even further. A good example of how they have done this is the inclusion of aircraft grade aluminium in the design–not just as decoration, but as a structural part of the headset to actually strengthen it.
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FAQs Now that I have softphones why do I need audio processors? Our audio processors enable you to connect your Plantronics headset directly to a PC. They are small and lightweight and will enhance the audio quality of VoIP calls by using DSP to boost the frequencies required to make the audio stream clearer. This helps make calls easier to understand and reduces mistakes or the need for people to repeat themselves. They also provide acoustic protection against sudden, loud sounds and track the user’s exposure to noise throughout the day—a key component for compliance with OSHA as well as various industry standards’ noise exposure requirements and tracking in the workplace.
I already have Plantronics headsets. Can’t I use them with my softphones? The latest EncorePro headsets will help you maximize your softphone investment. When combined with our audio processors, you not only get better VoIP audio clarity, but get improved user comfort and additional reliability (see key points above).
©2015 Plantronics, Inc. All trademarks are the property of their respective owners.
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