Highly Innovative Ideas In Call Center Facility Design
Call center facilities are notorious for their less than inspiring and often even damaging design and aesthetics. Companies expect agents to efficiently provide exceptional customer experiences so they ought to provide them innovated facility. The poorly designed physical environment in which agents work often leads to chronic vision problems, back pain, wrist issues, etc.
Effective interior design, spatial dynamics and ergonomics result in employees who are committed to customers. Check out below examples of call center facility design innovation.
Strobe lighting. While traditional facility design experts say that indirect lighting is best in call centers (as it reduces glare and soothes nerves), the most progressive in the facility design community now believe that strobe lighting – with its rapid-fire flits and flashes – has the biggest impact on agent effectiveness and enthusiasm.
By creating an atmosphere more typical of a 1970s disco club or modern-day techno party than an office environment, strobe lighting shocks staff out of their workplace apathy and complacency and tricks them into thinking that there is excitement in their everyday lives. The result is a more vibrant frontline whose renewed energy can be felt by callers, thus enhancing customer satisfaction and loyalty. Sometimes agents will even bust out funky dance moves.
Stackable workstations. The traditional approach of grouping agent workstations in clusters, pods or simple rows is fine, but it takes up a lot of unnecessary space and provides little opportunity to reward deserving agents with prime seating. That’s why forward-thinking design specialists have started recommending stackable workstations for call centers. Following this innovative approach, the workstations of the center’s lowest performers are placed at ground level, the workstations of the moderate performers are stacked on top of them, and the workstations of the top performers are placed above everybody. A ladder can be used to gain access to the middle and upper levels, or, if you’d like to whip agents into shape, a climbing rope may be substituted.
It all forms a sort of “who’s a star and who sucks” performance pyramid that occupies much fewer square feet than traditional phone floors (though may require much higher ceilings). And since nobody wants to endure the shame and disgrace of being on the bottom level for very long, all agents will strive to continually improve in hopes of climbing to a more respectable level. Further, centers that embrace the stackable workstation design will find that their best agents are rarely offline, as the risk of a fatal fall will keep them glued to their seat.
BREAK rooms. According to numerous studies, angrily breaking objects that have nothing to do with why you are angry is the number one way to keep from killing customers or coworkers. Such findings have inspired many call centers to replace such hokey stress relief tactics as squeezy balls and Xanax placebos with BREAK rooms – dedicated areas where agents can go and destroy everything in sight after handling a difficult call, enduring a harsh coaching session, or receiving their paycheck.
A typical BREAK room should include lots of easily replaceable windows, plenty of old computer monitors, and paper mache replicas of every manager and supervisor.
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