Call Centre Headsets: EPOS IMPACT Guide 2025 UK

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UK call centres handle over 1.3 billion customer calls annually—demanding headsets that deliver crystal-clear audio, all-day comfort, and fatigue-reducing technology. The EPOS IMPACT series is purpose-built for intensive customer service environments, featuring BrainAdapt™ technology, premium noise cancellation, and ergonomic design that keeps agents comfortable and focused during the longest shifts.

🎯 The Call Centre Agent's Challenge

Real scenarios UK call centres face: Agents struggling with fatigue after 6+ hours of calls. Background noise from busy office environments disrupting customer conversations. Headsets causing pressure headaches during long shifts. EPOS IMPACT headsets solve these exact call centre problems.

Quick Recommendation: EPOS IMPACT 1061T - The call centre choice with BrainAdapt™ technology, wireless charging stand, and hybrid ANC (£299.00 inc VAT)

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Call Centre Challenges EPOS IMPACT Solves

😴 Agent Fatigue & Listening Effort

Problem: Agents experiencing mental fatigue after 4-6 hours of continuous calls

IMPACT Solution: BrainAdapt™ technology reduces cognitive load by up to 40%, keeping agents alert and focused

Best Models: IMPACT 1061T, IMPACT 1060T

🔊 Open Office Noise Disruption

Problem: Background chatter and office noise disrupting customer calls

IMPACT Solution: Hybrid Active Noise Cancellation blocks office distractions + AI microphones eliminate agent background noise

Best Models: All IMPACT 1000 ANC series models

🤕 Headset Pressure & Discomfort

Problem: Headaches and pressure points during 8+ hour shifts

IMPACT Solution: Lightweight design (6.3oz), memory foam earpads, and ergonomic headband distribution

Best Models: IMPACT 860T (lightest), IMPACT 700/800 series

🔄 Constant Device Switching

Problem: Agents switching between desk phones, softphones, and mobile devices

IMPACT Solution: Triple connectivity - USB, Bluetooth, and desk phone compatibility with instant switching

Best Models: IMPACT 1000 Series (full connectivity), IMPACT 800 Series (dual connectivity)

Why EPOS IMPACT Series for Call Centres?

Unlike consumer headsets, IMPACT series is engineered specifically for intensive customer service environments where agents need maximum performance hour after hour:

🎧 Call Centre-Specific Engineering

  • BrainAdapt™ Cognitive Support: Reduces listening effort by 40% during long customer conversations
  • All-Day Comfort Design: Ultra-lightweight materials with memory foam for 8+ hour shift comfort
  • Professional Audio Quality: Crystal-clear voice transmission ensures excellent customer experience
  • Supervisor Integration: Compatible with call monitoring and training systems
  • Durability for Intensive Use: Built to withstand daily 8+ hour professional use

📊 Proven by UK Call Centres

  • Used by major UK banks for customer service excellence
  • NHS patient booking centres rely on IMPACT for clear communication
  • Insurance call centres choose IMPACT for all-day agent comfort
  • Microsoft Teams certified for seamless CRM integration
  • Ofcom compliant audio quality for UK telecommunications standards

🧠 BrainAdapt™ Technology: Game-Changer for Call Centres

What is BrainAdapt™? Revolutionary audio processing that reduces the mental effort required to understand speech during calls, particularly in noisy call centre environments.

Call Centre Benefits:

  • 40% reduction in cognitive load during customer calls
  • Reduced agent fatigue during long shifts
  • Improved call quality scores due to better agent focus
  • Lower staff turnover from headset-related discomfort
  • Enhanced customer satisfaction through clearer communication

Available in: All IMPACT 1000 Series models - View BrainAdapt™ Models

Want to understand the science? Read our detailed guide: What Makes EPOS BrainAdapt™ Unique - the technology explained.

Real Call Centre Scenarios: IMPACT in Action

☎️ The Busy Bank Customer Service Scenario

Scenario: Emma handles 80+ customer calls per day at a major UK bank's call centre with constant background chatter

IMPACT Solution: IMPACT 1061T ANC blocks office noise completely. BrainAdapt™ reduces listening fatigue by 40%. Wireless charging stand ensures headset is always ready. Customers hear crystal-clear audio despite busy environment.

🏥 The NHS Patient Booking Centre

Scenario: Marcus works 12-hour shifts at an NHS patient booking centre, handling sensitive medical appointments

IMPACT Solution: IMPACT 860T mono design keeps one ear open for supervisor guidance. Ultra-lightweight at 6.3oz prevents pressure headaches. Professional audio ensures patient information is communicated clearly and confidentially.

🚗 The Insurance Claims Call Centre

Scenario: Sarah handles complex insurance claims requiring detailed note-taking and system navigation

IMPACT Solution: IMPACT 1060T wireless freedom allows movement for file retrieval. Multi-device connectivity switches between softphone and mobile for claim investigations. All-day battery eliminates charging interruptions during busy periods.

📞 The Technical Support Helpdesk

Scenario: James provides technical support requiring clear communication of complex procedures

IMPACT Solution: IMPACT 760T wired reliability ensures no connection drops during critical support calls. Noise-cancelling microphone eliminates keyboard and mouse clicks from customer audio. Teams integration allows screen sharing while maintaining clear voice communication.

IMPACT Models: Which for Your Call Centre Environment?

Model Series Best Call Centre Use BrainAdapt™ ANC Connectivity Price Range
IMPACT 1000 Series Premium call centres, complex customer service ✅ Yes ⭐⭐⭐⭐⭐ Hybrid ANC Triple (USB, BT, Desk phone) £150-£300+
IMPACT 800 Series Busy call centres, all-day comfort focus ✅ Yes

⭐⭐⭐⭐

Passive NC but ANC optional

 Dual (USB, Bluetooth) £100-£130
IMPACT 700 Series Cost-effective call centres, essential features ✅ Yes

⭐⭐⭐

Ultra Noise-cancelling mic

 USB-A/C Wired £100-£150
IMPACT 400 Series Small call centres, budget-conscious teams ✅ Yes

⭐⭐⭐

Ultra Noise-cancelling mic

 USB-A, USB-C £75-£130
IMPACT 100 Series Entry-level call centres, basic customer service ✅ Yes ⭐⭐ Basic noise reduction USB-A/C £45-£80

💡 Call Centre Recommendations

High-Volume Call Centres: IMPACT 1061T - BrainAdapt™ reduces agent fatigue, wireless charging for continuous operation

Budget-Conscious Centres: IMPACT 760T - Wired reliability, Teams certified, all-day comfort

NHS/Healthcare: IMPACT 860T Mono - Keeps one ear open, lightweight for long shifts

Premium Customer Service: IMPACT 1060T - Wireless freedom, triple connectivity, professional audio

All-Day Comfort Guide for Call Centre Shifts

🛡️ Engineered for 8+ Hour Shifts

Weight Distribution Technology

  • Ultra-Lightweight Design: IMPACT headsets weigh just 6.3oz - significantly lighter than competitor models
  • Balanced Weight Distribution: Ergonomic headband spreads weight evenly across the head
  • Memory Foam Comfort: Premium earpads adapt to individual ear shapes for personalised comfort

Pressure Point Elimination

  • Adjustable Headband: Customisable fit prevents excessive clamping pressure
  • Flexible Ear Cup Design: Moves with head movement to maintain comfort
  • Soft-Touch Materials: Breathable fabrics prevent heat buildup during long shifts

Call Centre Comfort Tips

  • Proper Positioning: Headband should sit 2-3cm above ears, not pressing down
  • Microphone Placement: Position boom 2cm from mouth corner for optimal pickup
  • Regular Breaks: Even with IMPACT comfort, take 2-minute breaks every hour
  • Clean Regularly: Wipe earpads weekly to maintain hygiene in shared environments (never use solvents or excessively wet cloths)

Supervisor & Management Features

📊 Call Centre Management Integration

🎧 Call Monitoring Support

IMPACT headsets integrate with major UK call centre platforms for supervisor listening and call recording compliance.

📈 Performance Analytics

EPOS Connect software provides usage analytics, helping managers track headset utilisation and agent productivity. provides instant access to both firmware and software download updates.

🔧 Fleet Management

Centralised firmware updates and settings management across entire call centre headset deployments.

👥 Training Integration

Supervisor override capabilities for call coaching and real-time agent guidance during customer interactions.

🏢 Enterprise Call Centre Features

  • Hot Desking Support: Quick device pairing for flexible seating arrangements
  • Busy Light Integration: Visual indicators for supervisor awareness of agent availability
  • CRM Platform Integration: Native support for Salesforce, Dynamics, and UK CRM systems
  • Compliance Recording: Compatible with UK call recording regulations and systems
  • Multi-Tenant Support: Different settings profiles for various client campaigns

Call Centre FAQ

Which wireless EPOS IMPACT headset is best for call centre agents?

The EPOS IMPACT 1061T is ideal for call centre environments with BrainAdapt™ technology, hybrid ANC, all-day comfort, and wireless charging stand for continuous operation during busy shifts. It's our most popular choice among UK call centres. Not the cheapest but definitely the best option if funds allow!

How does EPOS BrainAdapt™ technology help call centre agents?

BrainAdapt™ technology reduces cognitive load by up to 40% during calls, helping agents stay focused and reduce listening fatigue during long customer service shifts in busy call centre environments. This leads to improved customer satisfaction and reduced agent turnover.

Are EPOS IMPACT headsets comfortable for 8+ hour call centre shifts?

Yes, EPOS IMPACT headsets feature lightweight design (6.3oz), memory foam earpads, and ergonomic headbands specifically engineered for all-day wearing comfort during intensive call centre operations. The weight distribution technology prevents pressure headaches.

Can EPOS IMPACT headsets connect to both desk phones and softphones?

Yes, IMPACT 1000 Series offers triple connectivity (USB, Bluetooth, desk phone), while IMPACT 700/800 Series provides dual connectivity. This allows agents to switch between different communication systems throughout their shifts without changing headsets.

Do IMPACT headsets work with call centre monitoring systems?

Yes, EPOS IMPACT headsets integrate with major UK call centre platforms including Genesys, Avaya, Cisco, and others. They support supervisor monitoring, call recording compliance, and training systems commonly used in UK call centres.

What's the difference between mono and stereo IMPACT headsets for call centres?

Mono headsets (like IMPACT 830T) keep one ear open for supervisor communication and environmental awareness, while stereo models provide full immersion for complex customer interactions. Choose based on your call centre's communication needs.

How do I manage IMPACT headsets across a large call centre team?

EPOS Connect software allows centralised management of firmware updates, settings, and usage analytics across entire call centre deployments. This helps IT teams maintain consistent performance and track headset utilisation.

Are IMPACT headsets suitable for NHS and healthcare call centres?

Absolutely. Many NHS trusts use IMPACT headsets for patient booking centres, emergency services coordination, and medical appointment scheduling. The clear audio quality and hygiene-friendly materials make them ideal for healthcare communications.

Transform Your Call Centre Audio Experience

Join hundreds of UK call centres that have upgraded to EPOS IMPACT headsets. From NHS patient services to major bank customer support, IMPACT delivers the comfort, clarity, and reliability that keeps agents productive and customers satisfied.

🇬🇧 Why UK Call Centres Choose Headsets4Business

  • Free Call Centre Consultation: Call 0800 644 0424 to discuss your team's specific needs
  • Bulk Order Discounts: Special pricing for call centre deployments of 10+ headsets
  • Free Team Trials: Test IMPACT headsets with your agents before committing
  • Next-Day Deployment: Rapid delivery across the UK for urgent call centre needs
  • Ongoing Support: Technical support for call centre integration and troubleshooting

Call Centre Questions? Call our UK specialists on 0800 644 0424 or email us for personalised call centre headset recommendations.

🔗 Related Resources

How EPOS IMPACT Compares to Jabra for Call Centres

While EPOS IMPACT series dominates call centre environments with BrainAdapt™ technology, Jabra Evolve2 models offer competitive alternatives. Our comprehensive EPOS vs Jabra business headset comparison examines real-world performance in intensive call centre scenarios, helping you choose between IMPACT 1000 series and Jabra's premium offerings.

All prices include VAT and are correct at time of publication. EPOS IMPACT headsets available for next-day delivery across the UK. For current pricing and bulk discounts, contact our call centre specialists.