Does the work environment affect performance in a telemarketing call center?

OABPO Blog Team Published on November 22, 2013

Philippine-call-center-computer-stations
The physical qualities of a telemarketing call center can affect the performance of the people working there. Office elements such as the equipment used by your employees, the space they are moving in, and even the decorations they see can give either comfort or distress that dictate the level of their productivity while at work.

Facilities and space

call-center-agents-peeking-at-their-work-stations

Work performance would definitely be affected if there are looming dangers or health hazards around, so your call center facilities should follow government, safety, health, and even comfort standards.
The criteria can vary from country to country, so you should be acquainted with land and building regulations of the place you are outsourcing to. Know which bureau implements the rules; for instance, you should read HLURB requirements if your telemarketing will be done in the Philippines.
The space should be adequate for the number of people you have in an area and the functions they would be carrying out. In Canada, the basic workstation of a telemarketing call center representative should ideally be 42-52 inches x 60-72 inches in area. For functions requiring more people and a specific task, the dimension should of course be different. Assess if one cubicle is too cramped for three people or if partitions are needed for privacy and noise reduction reasons.
Since telemarketing has subcategories, it might be wise to group people according to their duties. For example, those receiving inbound calls can sit together, and the lead generation team can be placed in a separate part of the office. Wall Street Journal, however, suggests mixing people with different roles and shuffling seating arrangements from time to time, as it promotes positive energy.
Still, no matter how you organize your office space, the arrangement should encourage interaction, as studies, particularly the one done by DDI, found that high quality interactions between workmates and their leaders drive productivity.

Equipment

Equipment also falls under the physical attributes of your office. Telemarketing is usually done over the phone, so each of your employees should have the appropriate apparatus and software needed to make, receive, and record calls. Make sure that every form of technology is well-maintained and fully functional to prevent performance hindrances or operational delays. More importantly, see to it that you are following and updated about FCC rules when using any call equipment.

Design

Colors should not be taken lightly when putting together a telemarketing call center. Various studies claim that color schemes play a great role in defining mood, performance, and overall productivity in an office.
It was mentioned before that interaction inspires productivity, so you might want to paint the walls of your office lounge with warm colors like red, orange, and yellow because they encourage cheerfulness and sociability. Within the actual workspace or production floor, cool hues such as blue and green are advisable because they improve concentration and productivity.
How your employees decorate their table or computer desktop can affect their performance too. Their favorite TV shows or bands may serve as a work inspiration, but they can also distract workers from their duties. Personal photos might also serve as a reminder of outside duties and problems that block focus. It is up to you how many and what kind of decorations, plants, or any other add-ons are allowed on each person’s table, or if they are even allowed at all. There should be a balance that wouldn t make your people feel repressed and wouldn t come in the way of office duties as well.
A quick recap: the facilities, space, equipment, and design of your office can improve your employees’ productivity if chosen and combined ergonomically. The productivity of your workers can say a lot about your leadership and can translate to your business’ profits, so try to give them the most ideal working environment where they can perform their best.

Join us on facebook
Open Access BPO Yesterday
#ICYMI: 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗗𝗼𝘂𝗯𝗹𝗲𝘀 𝗗𝗼𝘄𝗻 𝗼𝗻 𝗮 𝗚𝗿𝗲𝗲𝗻𝗲𝗿 𝗙𝘂𝘁𝘂𝗿𝗲 𝘄𝗶𝘁𝗵 𝗧𝗿𝗲𝗲-𝗣𝗹𝗮𝗻𝘁𝗶𝗻𝗴 𝗜𝗻𝗶𝘁𝗶𝗮𝘁𝗶𝘃𝗲𝘀

Open Access BPO recently took significant steps towards a greener future.
We're proud to share that our team doubled down on environmental commitment through its 𝑃𝑙𝑎𝑛𝑡 𝐼𝑡 𝐹𝑜𝑟𝑤𝑎𝑟𝑑 tree-planting initiatives.

This effort reflects our dedication to sustainability and giving back to the planet.

See how we're making a difference here: https://buff.ly/eVvlVEr

#WeSpeakYourLanguage
#OABPOPlantItForward
#OABPOcares #IdeaHubOABPO
Open Access BPO Yesterday
Connecting with customers goes far beyond just speaking their language.

True understanding comes from a deep appreciation of their culture. That's what creates a genuinely authentic #CustomerExperience for everyone, no matter their background.

Find out more: https://buff.ly/1vvXwZK

----------
Create meaningful experiences for your customers with a trusted #CustomerSupport expert: https://buff.ly/QAdtZXK

#WeSpeakYourLanguage
#CX #CustomerService
Open Access BPO 2 days ago
𝗖𝗼𝗻𝘁𝗲𝗻𝘁 𝗺𝗼𝗱𝗲𝗿𝗮𝘁𝗶𝗼𝗻 boosts your brands' #SocialMedia presence by:
• Protecting your reputation & credibility
• Creating a safe & positive community for your users
• Encouraging user engagement
• Addressing customer concerns

Now, discover the untold stories of content moderators, their challenges, and the impact they have on our online experiences.

Read our blog now: https://buff.ly/13Fvy03

----------
Let's build a #ContentModeration program that'll address your operational needs, goals, and targeted growth: https://buff.ly/QAdtZXK

#WeSpeakYourLanguage
#ContentModeration
#BackOfficeSupport
Open Access BPO 2 days ago
Multilingual #CallCenters commonly offer accent training to their #CustomerService teams.

But the big question is: does accent actually affect #CustomerExperience?

Join us as we explore this topic here: https://buff.ly/JiZPEJD

——————————
Partner with an #outsourcing firm that finds a way to leverage accents and multilingualism to deliver excellent #CX.

Outsource your business needs to Open Access BPO's expert team, supporting over 30 languages.

Contact us today.
Let's start planning your ops: https://buff.ly/QAdtZXK

#WeSpeakYourLanguage
#CustomerSupport #CSat
#CustomerSatisfaction
#OutsourcingCX
Open Access BPO 5 days ago
To improve your customer relationships, start by understanding what shapes their expectations.

This crucial first step helps you proactively meet their needs and build lasting loyalty.
By recognizing these influences, you can tailor your approach and consistently exceed what your customers anticipate.

Here are 7 things that can guide you: https://buff.ly/472hYqD

——————————
Strengthen customer connections with our trusted #CX services.

Let's explore how we can support your goals together: https://buff.ly/QAdtZXK

#WeSpeakYourLanguage
#CustomerExperience #CustomerSupport
#OutsourcingCallCenter #CX #CSat
Open Access BPO 5 days ago
Employees leave when they're not given growth opportunities and exercise the full range of their skills.

Because happy, fulfilled, and motivated employees mean satisfied and loyal customers: https://buff.ly/zEB1yM4

——————————
Trust in a #outsourcing partner that invests in their employee's growth!
Learn more about Open Access BPO's #CareerDevelopment paths for our workforce: https://buff.ly/MoBwtoO

#WeSpeakYourLanguage
#EmployeeManagement