It’s a known fact that an employee’s performance can be influenced by his work environment. That’s why employers take time to solicit feedback from their people in order to make the workplace a better one for them. Call centers are no exception to this. In order to see the best work attitudes from agents, call center managers must establish a positive work environment.
In order to achieve an ideal office environment, every detail of the call center’s physical layout must be considered. Here’s how the physical components of a call center environment can affect agent performance.
Space
Ensuring that there’s enough space in between stations or cubicles is important in eliminating unnecessary sounds from reaching nearby agents. This will help prevent agents from being distracted while doing transactions over the phone. The size of the production floor must therefore be spacious enough to accommodate the population of agents working on different shifts.
Pathways must also provide enough space to walk on to accommodate the fast-paced call center environment– as trainers and supervisors commonly move from one station to another. Lastly, each agent cubicle must allow the occupying agent to move freely, sit comfortably, and stretch from time to time.
Facilities
The primary facilities of a call center, including production floors, training rooms, back office departments, and others, must be maintained properly since they can directly affect the call center operations. Poor ventilation and lighting can also have a negative impact on the efficiency of agents in accomplishing tasks.
Call center managers must also realize the importance of the agents’ overall welfare to their work productivity. Hence, facilities such as sleeping quarters and clinics must be present and readily accessible to provide comfort to agents. Additional facilities that are also becoming popular among call centers include a gym, entertainment and gaming rooms, and even a sports area. These provide the agents an occasional breather, which can be valuable especially since they work in a stressful environment.
Equipment
No agent can assist customers with their concerns with a faulty telephone line or a malfunctioning computer with outdated software or hardware. The low quality technologies in a call center can make the customer service and technical support functions fail miserably. Call centers must have top-of-the-line equipment to make sure that agents can connect smoothly with customers.
Every piece of equipment must also be maintained and checked regularly to fix technical issues that may hinder efficiency. Office properties such as chairs, desks, and headsets must also be taken into consideration, since they help keep the agents comfortable during work.
Interior design
The interior design of a call center’s production floor must encourage agents to work with energy and enthusiasm. Hence, dull-colored walls or uninspiring designs must be avoided. Instead, positive and uplifting color schemes and wall designs must be utilized. The use of motivational quotes or slogans in office decorations can also help in creating a positive mood among agents.
The physical aspect of an office environment can foster positivity and productivity among agents. Call center managers must take time in evaluating the physical layout of their production floors to make sure that agents aren’t prevented from giving their best by negative elements in the workplace.
Ultimately, by taking care of the people that carry out the different operations, a call center can benefit from the improved performance and company image it sets to its workforce and prospective clients.