Modern Call Center Design
Modern Call Center design focuses on an effective and effortless service experience alongside a human component to drive sales. These spaces have become fully integrated hubs with options that support the team as well as the customer.
Today’s contact centers must support a variety of ways customers expect to interact. Including email, webchat, social media, self-service channels, and video chat, in addition to telephone communication. The traditional business model has changed, evolving from “call” centers to “contact” centers. Business leaders are investing in new technologies and in hiring and supporting high-quality talent to handle increasingly complex interactions.
As a result, decision-makers are using the physical design of their facilities as a strategic tool to improve attraction and retention by enhancing the employee experience and supporting the interactive learning that ultimately improves customer focus. A well-designed contact center can lead to higher employee morale and more knowledge sharing, creating a positive work environment that carries through to improved customer service levels.
Based on research and a deep understanding of fundamental human needs, Herman Miller’s Living Office offers a variety of work settings that provide physical and cognitive support for today’s contact center agents and supervisors. When organizations and their design partners create and outfit these settings in alignment with their unique business goals, character, and activities, the result is flexible, people-focused contact centers that support learning, enhance the work experience, and improve customer experience.
Choice & Control
In a job that offers little control over the pace of work and often requires employees to use scripted language and adhere to predetermined resolution structures, workplace design that offers choice can make a big difference in stress levels and overall well-being. Providing a greater mix of workspaces that feature:
- Mobile technology and sophisticated wireless headsets
- Lounges, shared tables, sheltered desks, and privacy spaces
- Access to private havens for personal well-being in stressful situations
Sharing & Socializing
Communication and sharing of knowledge among coworkers are increasingly essential to contact center performance and agent engagement. A recent study of contact center workers found a significant correlation between the amount of face-to-face interaction among team members and overall performance, measured as “calls per hour.”
- Provide centrally located meeting spaces
- Offer informal seating for socializing during breaks, celebrations, and huddles
- Design to promote opportunities for mentoring by paying careful attention to lines of sight
Comfort & Ergonomics
The restrictive and repetitive nature of tasks and requirements to remain seated and take breaks only when scheduled make the contact center agent’s job physically demanding. As a result, many workers have been found to experience eyesight difficulties, occupational voice loss, sleeplessness, back and neck pain, postural problems as well as headaches. Ergonomic workplace designs that address these pressures not only reduce agents’ susceptibility to physical injury and discomfort, but improve motivation, focus, and concentration on the job.
- Furnishings should be easily adjustable to support comfort between shifts, including height-adjustable tables that allow agents to transition between sitting and standing throughout the day.
- High-performance seating that adjusts for seat height, armrest height, and angle of recline, adjustable work surfaces and monitor arms will help agents align their work area with their bodies and preferences.
- Find ways for workstations to be open to natural light, long views, and provide some sense of enclosure and privacy
Modernizing your call center into a people-focused environment requires the input of a designer to make the most of your space. Herman Miller has done extensive research on this and developed a solid plan for designing better environments for agents and customers.
Research and content provided by HermanMiller
MEET ERIKA BARNES: Erika brings a lengthy retail management career to her furniture sales acumen. Along with our design team, she can provide valuable insights for modernizing your call center. Give her a call at 888-910-3769 x131 or send her an email ebarnes@officefurniturenow.com. Visit us on Pinterest for more great ideas!
