Jabra has revealed plans to shake-up the UK contact centre headset market aiming to gain 50% market share by 2016. The firm is targeting 250,000 new users gained from rival customer bases over the next two years, and central to its strategy is its new Assured Service Programme.
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 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.
The Jabra Assured Service is designed to help busy IT managers make the process of moving to a new system an easy one. The programme provides end-to-end proactive support and has been created based on real insights from contact centre agents themselves. It supports the transition process with Jabra expert knowledge every step of the way, saving time, costs and simplifying adoption.
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."