You could have the best agent training strategies in the world, but sometimes, it takes just a little more TLC to get your agents at the end line that you have in mind. What we’re talking about here is workspace design. The way your call center is designed and setup will enable your employees some extra breathing room both physically and mentally, which will enable them to handle customers more happily, more engaged and overall more productively.

By enhancing the space where your call center agents are trained, you’ll see a huge difference. If they are unhappy and uncomfortable in their workspace, you can’t possibly expect them to be fully engaged and responsive to your training methods and strategies.

Recently, Business2Community sounded off on some great practices for this:

1.)    Go Beyond ergonomics

Yes, a comfy chair will always boost employees’ productivity and comfort levels, but strive to go one step above this to encompass the entirety of the workspace to breed creativity, positive vibes and an overall outstanding environment to work in. Why would your agents want to invest in your training when you’re not investing in the space they are occupying full time to assist customers in? The report puts it perfectly by asking, “Are these changes in design measurably impactful on call center employee satisfaction and retention metrics?”

If not, this is something you need to consider.

2.)    Remember: A Happy Agent = A Happy Customer

Just as we asked above, why would your agents want to invest in your training methods when you’re not fully invested in them yourself? You have to truly make adjustments, modifications and creatively switch things up to keep your agents’ interest when being trained. It’s a tried and true method that only needs a little extra push on your side to accomplish. If you don’t, you’re inevitably setting yourself up for failure. Every call center manager’s goal should be showing his or her employees that they are worthwhile and invaluable assets to your company.

After investing in your agents’ training thoroughly, the report then advises you take a close look at their workspace:

Cramming your well-trained employees into tiny workspaces and treating them like sardines will not likely improve call center employee satisfaction rates. Employees want to feel valued, respected, and they want to look forward to coming to a work environment that is pleasant and comfortable. 

This could not be any truer!

To read Business2Community’s article in full, click here.