Customer Success Story: How ResQ Reduced Headset Breakage and Saved £3,000 in One Year
For UK outsourcing firm ResQ, maintaining consistent equipment and reliable supply at scale is essential to supporting over 2,000 contact centre agents. As operations grew, variations in headset durability and supply created some additional operational overhead and cost.
In a recent conversation with Toby Liversedge, IT Deskside Supervisor at ResQ, he explained how these challenges were impacting daily operations.
By partnering directly with Cyber Acoustics and implementing the AC-5002 headset, ResQ reduced replacement rates, saved approximately £3,000 in the first year, and established a reliable supply partner capable of scaling from 20 to 300+ units per month — delivering consistent, dependable performance across the business.
About ResQ
Founded in 2006, ResQ set out to change perceptions of outsourcing by building a people-first contact centre culture.
ResQ is a UK-based outsourced contact centre partner supporting a wide range of leading organisations across multiple sectors. Recently celebrating its 20th birthday, the business has grown significantly, now operating across the UK and in offshore locations.
As an insight-led organization, ResQ combines a team of passionate and experienced people with its proprietary platform, iQ, which provides real-time visibility of customer interactions, performance and compliance across the business.
Learn more about iQ: https://resqcs.co.uk/our-tech/
Today, the company supports organisations across multiple sectors, combining strong operational delivery with real-time insight through its iQ platform.
ResQ at a glance:
In this setting, every agent depends on one essential tool: a reliable headset.
Supply Reliability
Cyber Acoustics’ approach to supply and support has been an important part of the partnership.
“The process has been straightforward. When we’ve needed something, Cyber Acoustics got it sorted quickly.”
Product Transition Concerns
When ResQ first partnered with Cyber Acoustics, it began using a CA headset model that was approaching the end of its product life cycle. As the model was phased out, ResQ faced uncertainty around maintaining the features and performance their agents relied on daily.
It needed:
- Larger earpads designed to meet UK workforce preferences
- Strong noise isolation
- Long-term durability
- Flexibility, not a forced upgrade
To identify the optimal replacement model, Cyber Acoustics took a consultative approach, listening closely to the needs ResQ shared. This collaboration made it clear that the AC-5002 would be a viable alternative. Beyond the immediate solution, Cyber Acoustics also incorporated ResQ’s feedback into future product development. This customer-driven approach sets the company apart from other manufacturers by focusing on solving real pain points — not simply pushing products customers don’t need.
The Solution
Durable Performance: AC-5002
Following research into more durable headset solutions, ResQ implemented the Cyber Acoustics AC-5002 headset across its contact centres. The result: significantly improved durability.
“One of the things I regularly laugh about with the guys is, when was the last time we had a broken Cyber Acoustics headset?”
Breakage rates dropped, replacement cycles slowed, and onboarding sessions even began showcasing the headset’s durability, demonstrating its flexibility and strength to new agents.
“Once we moved across, the consistency really stood out. It gave us confidence that the equipment would just work day to day.”
Results at a Glance
ResQ gained more than cost savings — they also gained a responsive, collaborative partner invested in their long-term success, along with:
- Approximately £3,000 saved in the first year
- Significant reduction in headset breakage
- Reliable scaling from 20 to 300+ units monthly
- Reliable, responsive fulfillment
- Improved agent confidence and onboarding experience
The Challenge
With over 2,000 agents across multiple locations, ResQ operates at significant scale. As the business has grown, ensuring equipment keeps pace with operational demands has remained a key focus.
There was a need to:
- Improve durability and consistency across headsets
- Support clear and reliable communication
- Ensure comfort for agents working long shifts
- Reduce time spent managing replacements
While existing solutions were fit for purpose, they were not always ideally suited to the demands of a high-volume, 24/7 contact centre environment.
“We were replacing headsets more frequently than we would have liked, which was adding unnecessary cost and operational overhead.”
“That kind of listening to customers, really listening to what they want and then acting on it, is rare these days.”
Direct Manufacturer Partnership
By working directly with Cyber Acoustics, ResQ implemented a more consistent and reliable headset solution.
This helped deliver:
- Improved durability across teams
- Consistent audio quality
- A simpler, more manageable approach to equipment at scale
“Whenever we need support or additional stock, Cyber Acoustics handles it quickly and without complication.”
Looking Ahead
ResQ is now evaluating Cyber Acoustics’ latest noise-cancelling headset models for expanded deployments, particularly in environments without built-in noise suppression systems.
With ongoing growth and evolving client demands, ResQ continues to rely on Cyber Acoustics not just for products, but for partnership.
“It’s that one-to-one relationship we’ve got with you, which is brilliant for me.”