What makes for good call centre design?

Understanding the stresses

Call centre agents are subjected to extreme stress in their jobs from time to time dealing with returns issues, billing issues and often clients are not very understanding. If the agent is in a sales position, the stresses can be even greater and may include irregular working hours. Many call center tasks involve repetitive actions, such as answering similar questions or following predefined scripts. Performing the same tasks repeatedly for extended periods can lead to boredom and monotony, which can impact morale and motivation.

A good call centre agent who is able to deal with the stresses of the job is an extremely valuable member of any companies team, whether they are on-site or remote workers, sometimes even in another country. Call centre agents deserve a working environment that will enable them to function at a high level. Let us not forget, these are the people your customers are likely to encounter first and the opportunity should not be missed to get across the values and image of your brand. Holding onto your good call centre staff can be as simple as providing them with some good natural light and a break room that will take them away from the noise of the call centre for just a few minutes at a time.

Dual purpose call centre design

Living in an increasingly eco-conscious world, designing spaces that prioritize sustainability is not just a trend it’s a necessity. Call centres are bustling hubs of activity often with round-the-clock operations. These types of operations can be significant energy consumers and with thoughtful design and innovative strategies, it’s entirely feasible to create an efficient call centre that minimizes energy consumption while maximizing productivity.

Energy Efficient Lighting

Lighting is a crucial aspect of any workspace, and in a call centre, where employees spend hours at their desks, it’s essential to provide good lighting both for energy efficiency and agent comfort. Making use of low energy LED lighting and making optimal use of natural light forms an essential part of sustainable call centre design.

Heating, Cooling and Ventilation

Maintaining a comfortable temperature is crucial for employee well-being and performance. Heating and Cooling systems that use sensors and algorithms to adjust temperature settings based on occupancy levels and external conditions are inexpensive and reduce power usage while maintaining a constant comfortable temperature.

Eco-Friendly and energy efficient Materials

Sustainable materials like recycled flooring or materials made from recycled materials are extremely low in their environmental impact and could in fact be used to improve your carbon credit scorecard. There are new products coming to the market on a daily basis from recycled material or low carbon impact designs to help improve the working environment.

Optimized call centre layout

Efficient space utilization is key to minimizing energy consumption in a call centre. Design the layout of the workspace to facilitate smooth traffic flow and maximize natural ventilation. Open-plan designs with modular furniture allow for flexibility and adaptability, ensuring that the space can easily accommodate changes in staffing levels or operational needs without significant alterations.

Employee Engagement and Education

Creating a culture of sustainability among employees is essential for the long-term success of any green initiative. Educate staff about the importance of energy conservation and provide training on best practices for reducing energy consumption in the workplace. Encourage employee participation in energy-saving initiatives, such as turning off lights and equipment when not in use or reporting maintenance issues that could affect energy efficiency.

Green Technologies

Explore the possibility of integrating renewable energy sources, such as solar panels or wind turbines, into the design of the call centre. While the initial investment may be higher, harnessing clean energy can significantly reduce reliance on traditional power sources and lower long-term operating costs. Additionally, consider implementing energy-saving

Our Office space planners and interior designers put themselves in the shoes of a call centre agent, create 3D mock-ups of the space, including the tech that will be used in order to give you a feel of the call centre before we start the construction and fit-out.