After the pandemic, the work setup in call centers has changed, much as it has in other sectors in Dallas, Texas. Now that hybrid work is in place, not all agents show up on the same day. It can be 50-60 percent of the workforce present at any given time at the workplace, with the rest working remotely. So, half of the call center cubicles sit empty most of the time. You need to do something about it right.
Time to discard the older work model
Why should you stop using the older work model at the call center? Simply because it no longer works. Here’s why:
- You are still paying rent, utilities, insurance, and maintenance for a space that’s half empty. The additional charges include HVAC costs for climate control and cleaning services. Your IT infrastructure is sitting idle, at least in parts.Â
- In a hybrid workspace, the older “own space for each employee” model does not hold anymore. New employees may resent being asked to work full-time while seniors enjoy remote work arrangements.
- Now, workstations aren’t assigned to individuals like in the past. Instead, agents take a space when they come in, use it for their shift, and then leave.Â
However, this transition isn’t simple. You have to tackle it carefully to prevent chaos and resentment.
What needs to change?
Traditional cubicles have fixed storage, such as drawers, overhead bins, and personal file cabinets. In a flexible work environment, you must remove or minimize fixed storage within cubicles.
The same cubicle will be used by different agents on each day in hybrid work setups. There should be facilities to customize workstations to their needs, including height and tilt adjustments. Also, keep enough cleaning supplies within reach for all. Position all power and data access points symmetrically.
Redesigning the setup
To redesign the setup, settle for a suitable number of cubicles that must be there. For example, you can reduce it from 200 to 150 or less. This will also depend on the kind of workflow you have and growth prospects, etc.
So, what do you do with all that reclaimed space? It would be ideal to convert the space into a recreational area, such as a room for indoor games, so employees can use it to chill. It can also be like a video conference room for remote collaboration or a space for making private calls, etc.
Other things to keep in mind
Your technology infrastructure will also need a revamp with a cubicle reset. The networking may need a revamp, and the same is true for power connections. Universal docking stations help set up cable connections for monitors, keyboards, and power. They must be compatible with a wide range of laptop models to reduce compatibility issues. You can go for Cloud-based phone systems for faster agent logins from anywhere.
You will gain by seeking the expertise of companies that offer call center setup and customization services. Check out corporateofficeint anytime for better ideas to improve a hybrid workspace.
