6 ways to design a Stress-Free Contact Centre

Martin Barber-Redmore explains the changes you can make to your contact centre environment to maintain a healthy and happy workforce.

1. Give your agents the best seats in the house

Invest in the best seating you can afford, because it can help to keep your people healthy and sitting at their desks longer. There is also growing evidence to support the idea that when people sit by a window, with access to natural daylight and fresh air, they have improved concentration levels and focus, better morale, and consequently they perform better.

2. Reduce background noise

Integrating acoustic solutions into your call centre design can help to manage this issue and improve customer satisfaction. Ceiling treatments, wall-cladding panels in every shape, size and colour, acoustic carpet tiles using recycled materials and soft seating solutions add sound-absorbent vertical barriers.

3. Good planting schemes can add colour to an office

Good planting schemes can add colour to an office. They can also improve air quality, act as a great sound absorber and generally improve any working environment.

4. On-site access to great coffee

One survey of staff showed the number one thing at the top of the list of wow factors was that staff got great free coffee. They would tell their friends on social media about it! What better way of attracting new talent to a growing organisation than low-cost self-promotional referrals from your own staff.

5. Facilities to support a healthy lifestyle

New generation, health-conscious employees are now demanding better facilities from their employers to support their healthy lifestyle. Showers and changing facilities to support various activities, lunchtime exercise sessions, and team-based sports after hours can help to improve the welfare and health of everybody in the organisation.

6. Turn up the fun by adding in a pool table and jukebox

One client of ours incorporated a full bar for out-of-hours events, with a pinball machine and jukebox. It’s used all day as a favourite meeting venue with their clients as well. It’s cool and appeals directly to their brand. All work and no play, as the saying goes.

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