When you walk through your call center, do you hear the happy buzz of agents having friendly conversations? Or is it more like a frantic roar? If it’s the latter, that doesn’t necessarily mean it’s time for staffing changes.
If your customer service agents are frazzled, it may not be their fault.
The truth is, it can be mentally and emotionally exhausting to field concerns and complaints all day. And this drain can have a major impact on employee morale. The most dangerous thing about poor morale is that bad attitudes are contagious. You can bet that when your workers feel it, your customers do as well. So, it’s important to do what you can to keep your call center staff calm and content.
Redesigning your call center layout is one thing you can do that will have a major impact.
Where we work makes a difference in how we work. It’s a proven fact that we work better in more aesthetically pleasing environments. So although it’s tempting to try to cram as many cubicles into a space as you can, more employees per square inch may not give you the return you expect.
The key is to find a design that is appealing to everyone. And the answer lies with nature.
Let’s start with the color green. Just a glance at this color can boost creativity and motivation. On a deeper level, green reminds us of nourishment, as it’s the color of lush food-bearing vegetation.
Just a two-second glance at the shade of green found in nature may help your employees find more creative solutions to problems. This could result in happier customers and happier agents.
TAKEAWAY: Do what you can to expose your call center staff to natural or natural-like greenery. Keeping the call center near windows may help. If this isn’t an option, consider adding green accents to your design and/or well-placed landscape pictures.
It may seem counterintuitive to encourage your workers to relax when you want to increase productivity, but these changes can have a positive impact on your bottom line.
Let’s look at an example. Bob the customer service representative has the perfect temperament for the job and a laugh that is downright infectious. He handles irate customers with the utmost patience and understanding, so everyone sends the “challenges” his way.
You wouldn’t know it, but Bob isn’t as calm on the inside as he appears. With each screaming customer, Bob’s muscles tighten and his teeth clench. On the surface, Bob is calm and collected. But beneath the surface, a musculoskeletal disorder is brewing. This is a common hazard of the job. Constant stress and tensing muscles can take a toll on anyone.
Why should you care? Well, Bob’s discomfort can have an impact on his behavior and patience. Just think about how you react to something when you’re feeling well versus when you’re under the weather. There’s a noticeable difference. And you can trust that customers will be less satisfied with the outcome.
Bob can be any or every customer service representative on your team. And while you can’t exactly change customer attitudes to help the Bobs of your organization, you can soften the impact by helping your employees feel more comfortable at work.
TAKEAWAY: Comfort can have long and short-term effects on employee happiness. Provide ergonomic and adjustable seating and workspaces with footrests, so call center employees can find a healthy, comfortable position while fielding calls and working on their computers.
Communal areas are popular for collaborative work, but they are often dismissed by call centers. Customer service representatives don’t necessarily need to collaborate with each other, but they could definitely benefit from intermittent breaks in these spaces.
Modern managers and office workers agree that breaks play an important role in productivity, according to a Staples Advantage poll. The downtime fosters a better work attitude by allowing healthy mental breaks and an opportunity to refuel with casual conversation.
An interesting MIT study shows that call center employees with stronger social groups at work are more productive. Researchers tested giving more breaks and encouraging social interaction and found that productivity improved as a result.
TAKEAWAY: You can benefit from providing communal break areas in or near a call center. Just be sure the break areas are far enough from workstations, so noise doesn’t become a distraction for anyone who may be on a call.
The call center workstation has evolved a great deal in the past 10 years, thanks in part to technology. Each workstation requires less space than ever before, and this can leave room to create a more open area for agents to make their space their own.
Physical clutter can impact your ability to focus and process information, according to a study published in the Journal of Neuroscience.
Another benefit to the extra space is that you can give workers room to add personal effects, which has been shown to have positive effects for both the employee and the employer.
TAKEAWAY: Give your employees more space to spread out without taking up more space in the room with newer technologies. Replace traditional phones with VOIP headsets, use thin flat screen monitors instead of old bulky units and keep your files on a secure remote server instead of burying workers in paperwork. Encourage employees to fill the space (within reason) with personal effects.
Keeping your staff happy has obvious benefits on customer satisfaction. Because just like Bob’s laugh, happiness is contagious.
Think about it this way. Are you more likely to go somewhere if you like the people there? Or have you ever switched providers because you received poor customer service? These things happen all the time, but they don’t have to happen in your business.
By taking these suggestions into account when you work on your call center design, you can give your employees the support they need to keep customers coming back time and time again. If you’re moving or expanding, Interior Concepts is here to help with your call center layout and furnishing needs. Fill out the Request a Quote form or call us at 800-678-5550.
Publish Date: January 3, 2017 5:00 AM
|1.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
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|3.)||Cloud IT Services GmbH|
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CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
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Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.
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|8.)||Cloud IT Services GmbH|
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
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With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.
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Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.
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A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.
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|13.)||Tru29 Outsource Solutions Inc.|
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