Hosting Multiple Call Center Agents in the Same Working Area

What are some of the best ways to have multiple agents using the same booth? A person's work area is an important thing. Not handling this properly can turn into an unneeded distraction.
There are a couple thoughts on this. How do you make sure each rep feels like this area is theirs even though multiple agents share it? How do you make the area sanitary for each rep? How do you make each rep feel like this is home for them?

A person's work area is very important to them. Just as most of us want to keep a nice home, our work area is the same. If a rep has a huge issue with where they work, how are they supposed to do a great job for you during the day?
I think back to my school days studying Maslow and Maslow's hierarchy. We must take care of the most basic needs first.
OK enough with the Psych lesson... lol.

First thing I like to have is an assigned seating chart. I know it is not always possible for each moment of the day to do but I like to have the same reps seated in the same seats with the same supervisor each day as much as possible. This takes away many rep issues as you can seat people where you feel you will have the least amount of issues. If you know you have a couple reps that are a handful they should be seated near a supervisor. We don't want these guys far off in a corner. Common sense.

SANITATION:
You need to have some type of sanitizer in the room as well. I always like having Clorox wipes and some hand sanitizer in the room. Each rep can use the wipes at the beginning of their shift to wipe down and disinfect their area. This solved a lot of problems.

HEADSETS:
Headsets are another question you need to answer. Do you give each of your reps their own head set to be left on a shelf each day after their shift? Do you keep one head set in each booth and just give out different ear pieces to each rep? I have done this both ways and I can tell you giving the reps their own headsets to keep on site was the best way. Yes we would have broken headsets here and there we needed to replace here and there but at least we knew who was doing the breaking. Keeping the headsets in the booths we found we had a never ending situation of handing out more ear pieces all the time due to loss. Also since there was no ownership of the headset we had more issues with broken headsets then if we handed them out.

OWNERSHIP:
You want to make each rep feel a sense of ownership for their area. One way you can do this is having simple picture plates with the representative's name on them. They can put pictures of family, kids, pets or any other meaningful picture and have it with them during the day. Place some simple magnets on the back and they can be up in any booth that rep may be stationed in for the day. When the shift is over they can be kept on the same shelf as the headsets. You can set up any awards ribbons or buttons as well to attach to the picture plate so your reps can show them off.

CHAIRS:
I have found that no matter what contact center I am in chairs are normally the BIGGEST concern call center reps have. It makes sense since they are on them for many hours. Whenever you buy chairs save yourself some headaches and get some samples in to have the reps try them out to approve. There have been many times when I have purchased expensive chairs only to have a revolt for the older cheaper model. Anytime you can get your reps to buy in it is a good thing, when it comes to chairs is a necessity!!

I believe you owe it to your agents to give them a work place they are proud of. The more time you put into making your agents happy the less time you will have fighting with them!

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Contact me at tlaird@expivia.net
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