The contact center is often over looked for spending any time, money and attention to how it looks and feels because many times customers are not allowed at contact centers. Sales people don’t meet clients at the contact center. As a result companies typically don’t invest in the appearance. Yet the people who work there care a great deal since they spend hours in the contact center.
Here are some things to consider:
The better agents are treated, the better they’ll treat customers. Put agents in a pleasant environment with comfortable furnishings and they’re more likely to maintain a patient, friendly attitude than if their workplace is hot, cramped, and depressing.
Create a showcase for the corporate image; corporate tours tend to wind through the contact center as contact centers become central to business strategy. Make it look and feel great. Make it something to be proud of.
Value your agents; by investing in contact center design, furnishing, and functionality. Companies send a clear message to agents about how there work is valued by the environment they provide.
Keeping agents comfortable and content; Agents spend a lot of time tethered to their desks. Creating an environment and atmosphere that keeps agents comfortable and content will parlay into each call an agent takes making customers content too verses agents venting frustrations and dumping inappropriate comments on callers. Comfort is also psychological; workers like to have control over their space; temperature control, be able to decorate, option of having standing desk, lighting. Agents adjust the environment to their style and job requirements leads to higher productivity and satisfaction. Workers who are constantly distracted by making themselves comfortable are far less productive.
Contact Centers are tough places to workl; high-pressure environments, repetitive task and conversations, negative issue resolutions all while keeping your cool. Performance is strictly monitored; every keystroke and phone call is monitored.
Ergonomic furniture; They sit for hours on end, often in a high-pressure environment, making them prime candidates for aching backs, necks, and wrists. Aches and pains, in turn, can lead to absenteeism and costly injuries.
The more agents’ sit, the better their chair should be. Spend the money on the chair and get all the adjustments and options Keyboard, trays, monitors is another source of comfort. Do agents currently share workstations, or will they in the future? The more sharing that goes on the more adjustments you will need.