It's important to remember that (some) headsets are quite fragile and do get broken in the course of normal use. For this reason you shouldn't get too upset with agents who return broken headsets - unless you've reason to believe that it happened because of neglect.
However, it's imperative that there is a method for controlling headsets because they do go missing - and they mainly go missing because they get broken. Rather than admitting they've broken one, most agents will pop them in a drawer at the bottom of a desk, or in the bin, and find a new one.
Whilst Justin's idea is a good one it would not be acceptable for reasons of hygiene - unless the desk is always used by the same agent or your provide replacement earpads/voice tubes for each agent.
In the past I have implemented control systems based simply on using the unique number attached to most headsets (usually a label near to the quick-disconnect plug) in an excel spreadsheet. Have a few (unofficial) spare ones knocking around with team leaders - because you don't want an agent off line because they can't find the person who can provide them with a replacement.
Write into the agents contracts (at pay rise time is best, they get signed very quickly that way) that they are responsible for the headset if it gets lost or broken and have to pay for it. When they do return a broken headset just give them a knowing look and replace it free of charge. The 2nd time give them a talking to, the 3rd time think about charging them if you really think they're at fault.
I've seen this dramatically reduce the costs of headsets in the call centre - usually by a few hundred quid a month. The best bit is actually that you get broken headsets back, which means you can send them off for repair.
As part of this new headset policy you should consider cleaning and replacement ear pads on a quarterly basis. Give me a shout if you'd like to know more about this.
Cheers,
D
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