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The physical attributes of call center have significant effects on the productivity of your staff. These workplace elements include moving space, office equipment, and even decorations that could give comfort and elevate the level of their productivity at work if chosen and combined wisely. But if they are chosen without consideration of ergonomics, they could otherwise cause distress. Do you provide enough space that would give your contact center representatives privacy and concentration? Are the equipment they use fully functional? Are the decors distracting or inspiring? Read on to know if your contact center passes the criteria of an ideal work environment. Adequate space Your employee's performance at work would definitely be affected if the office has looming dangers or health hazards. Thus, your contact center facilities must adhere to government, safety, health, and even comfort standards, which may vary from country to country. Familiarize yourself with the land and property regulations of your operation site. Find out which government authorities implement building rules. If you are outsourcing to a call center in the Philippines, you should know the policies of the country's Housing and Land Use Regulatory Board. If your site is in India, for instance, then you should be aware of the recently passed Real Estate Bill there. The space should be enough for the projected number of people working in an area, and it should also consider the tasks they would be carrying out in that certain space. The Canadian Centre for Occupational Health and Safety says that an ideal workstation for a call center agent should be 42-52 inches x 60-72 inches in area. If the workstation is shared by more two or more people, then the dimension should be different, of course. See for yourself if one cubicle is too cramped for three employees or if they need partitions to have privacy and to help block out noise. Since call centers commonly have different campaigns and departments, it could be wise to group agents according to their tasks. For instance, inbound customer service representatives can sit together, while the lead generation team can work in a separate part of the floor, and the outbound sales agent could also have their own corner. However, the Wall Street Journal suggests putting together people with different roles and changing seating arrangements occasionally to promote make the office ambience positive. Moreover, a study by DDI found out that having great interactions between workmates and their bosses drive productivity. So no matter how you arrange or fill your call center office space, you should organize it in a way that encourages interaction among officemates. Functional equipment Each of your agents should have the appropriate equipment and software needed to execute call center tasks such as making and receiving calls, recording conversations, and documenting concerns they received throughout every shift. As such, it is crucial to ensure that all forms of technology are well-maintained in the workplace. This includes having your IT department do regular maintenance, software updates, and database backups. Moreover, ensure that the office chairs, desks, and lighting fixtures provide comfort for your workers and make the environment highly conducive for work-conducive because not only could discomfort cause operation delays, they could also take away your people's concentration. In addition, see to it that your call center follows the recently added FCC rules. There are different location-dependent regulations regarding the use of any call equipment and schedule of making calls. To avoid violating these rules and end up paying charges, you should know for the call recipient's preferred calling time and consent before you use autodialers or make "robo-calls." Appropriate design You shouldn't take color schemes lightly when putting a call center together. Numerous psychology studies claim that colors play a great role in dictating an office's mood, performance, and overall productivity. Since positive interaction boosts productivity, you might want to paint the lounge or lobby with warm colors such as yellow, orange, and red because they encourage sociability and cheerfulness. Cool shades such as green and blue are ideal for the operation floors because they enhance focus and productivity. The decorations on your employees' workstations can also affect their performance. Images of celebrities or personal photos may serve as an inspiration for work, but they might conversely distract your staff from their duties if they remind about outside problems or duties. It is up to you if you'll allow your team to place plants, decorations, or any other add-ons on their table to prevent them from feeling repressed. And if you're okay with this, you should ensure the decors wouldn't come in the way of office duties. To conclude, call center space, equipment, and design can improve your staff's productivity if chosen and combined well. There should be enough space to move and cancel noise, there should be essential equipment to carry out tasks, and the overall atmosphere should be pleasing to the eyes. Your workers' productivity says a lot about your leadership, and it can help escalate your business' profits, so give your staff the most ideal working environment to help them perform their best.
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