"Echo" vs Echo

Echo echo echo echo echo...

Headset users often describe hearing their own voice as they speak as an “echo”. We should always set the expectation that it is normal to hear yourself in the headset while talking, but it should not cause an echo or sound that repeats.

We should always set the expectation that it is normal to hear yourself in the headset while talking, but it should not cause an echo or sound that repeats.

The first question we can ask the Customer to address this is:

“Are you hearing the sound of your voice as you speak, or are you hearing a delayed-repeat of what you’re saying like an echo?”

To reduce the “echo” or sound of the user’s voice in their headset try:

Outgoing Echo heard by callers

Causes:

-90% of the time it’s a compatibility setting.Try all the settings, and see if the sound improves.

-The incoming volume on the headset is too loud.

-The volume on the telephone is too loud.

-Whatever jack they’re plugged into might be incompatible with the headset.

Echo heard by headset user

Causes:

A volume setting is turned up too high. Check volumes in this order:

Mic: Lower the mic volume first. If it seems like a normal level (between 4 and 6) then drop it by half increments. If the Customer becomes too quiet, bring it to a level where you can hear them well.

If they still hear echo, continue.

Headset volume: If the mic is at a normal level and they’re still echoing, try lowering the volume on the headset. This will obviously make it hard for them to hear you, but you want them to lower it to a point where they don’t hear the echo anymore. Get them there and then have them adjust...

Phone volume: Once you’ve gotten rid of the echo, have the Customer raise the volume on their phone. Get it to a point where they can hear you but not an echo anymore.

This works 99% of the time for echo heard by headset user. Try lowering the phone first and then raising the headset volume. Fiddle with the mic volume some more. It’s all about finding the sweet spot where you can hear each other well without echo.