Call centers operate in demanding environments where high background noise, intense schedules and working hours, and frequent staff turnovers are part of everyday operations. In these conditions, the headset is not just a communication tool, but a critical part of the employee's working environment.
The right call center headset directly affects call quality, employee productivity, and employee wellbeing. Poor audio or uncomfortable equipment can increase fatigue and errors, while the right setup supports clearer conversations, more consistent performance, and delivers a stronger customer experience on every call.
Comfort
Call center employees often wear headsets for 8-10 hours at a time. Lightweight construction, soft padding, and adjustable fit help reduce pressure and fatigue, supporting comfort throughout the entire workday.
Durability
Noise cancellation
Clear communication is essential in busy call center environments. High quality microphones and effective background noise reduction help ensure conversations remain clear, even in open plan or high noise settings.
Wireless connectivity
Wired call center headsets provide a stable and cost-effective solution for desk-based teams. Wireless call center headsets offer greater flexibility and freedom of movement for teams who switch tasks or collaborate across the office. Choose based on how much mobility your environment requires.
Compatibility with existing software and hardware
Seamless integration with your existing systems is essential. Call center headsets should be certified for leading UC and contact center platforms to ensure consistent performance. Plug-and-play functionality supports easy deployment across your teams.
The following EPOS headsets are designed with contact center workers in mind. We recommend choosing one that best fits your specific requirements.
IMPACT 100
The Plug-and-Player
The IMPACT 100 is an entry-level headset that delivers exceptional value for money. With smart features that enhance efficiency and an ultra-lightweight design, it is an ideal headset for talk-heavy professionals. The soft silicone headband and leatherette ear pads ensure all-day comfort, while the in-line controller with backlit buttons and distinctive shapes allows for effortless call control.
Recommended for: Workers who need a simple and comfortable plug-and-play headset
IMPACT 700
The professional
The IMPACT 700 ensures customer satisfaction on every call with rich, natural sound no matter the level of background noise. Three digital microphones built on EPOS BrainAdapt™ provide industry-leading voice pickup to let your agents be heard.
Recommended for: Call center agents on calls from their desk to deliver stellar customer experiences.
IMPACT 800
The open office standard
The IMPACT 800 is a premium headset built for modern open offices. Powered by EPOS AI™ microphone technology, it ensures clear voice pickup even in high levels of background noise. Hybrid adaptive ANC automatically adjusts to your surroundings for a natural listening experience, while the lightweight design and soft cushions provide all-day comfort.
Recommended for: Professionals who need maximum clarity and adaptive noise control in open or hybrid work environments
Artificial Intelligence is increasingly integrated into modern call centers through tools such as speech analytics, transcription, and automated quality monitoring. As outlined in the EPOS white paper Artificial Intelligence and EPOS AI™, advanced machine learning models rely on clean voice input to separate human speech from background noise.
EPOS AI™ is designed to distinguish speech from extraneous sounds using deep learning. In busy call center environments, where multiple conversations take place simultaneously, this ability becomes critical. Clear voice capture does not only improve call clarity for the customer, it also supports the accuracy of AI-driven analytics and monitoring systems.
As AI adoption continues to grow across call centers, investing in high-quality microphones and intelligent voice pickup becomes a necessity rather than a feature upgrade.
There is no single call center headset that fits every organization. The right choice depends on your working environment, employee workflows, and technical requirements.
By prioritizing comfort, durability, audio performance, and compatibility, you can equip your teams with headsets that support productivity, improve customer interactions, and promote employee wellbeing. Understanding how different environments and use cases affect headset requirements helps ensure a well informed decision that delivers long-term value for both employees and the overall customer experience.
EPOS is recognised by CX Today as one of the leading providers of professional contact center endpoints and devices, delivering powerful audio solutions and headsets designed for a wide range of business use cases. Best Contact Center Endpoints and Devices Vendors: The Top Options for 2025 - CX Today
"What sets EPOS apart is its proprietary sound processing. The EPOS Voice technology zeroes in on the human voice, while adaptive ANC keeps external distractions to a minimum. For agents working in open spaces or shared setups, that attention to acoustic detail can dramatically cut fatigue over a long shift."