Call Centers Give Way to Dialed-In Contact Centers

As the scope of customer service communication broadens, the physical environment evolves to support growing teams of service agents.

Traditional call centers – the ones that have a reputation as soul-sucking, high turn-over environments – are disappearing. A lackluster mission and the subsequent organizational design can be to blame: Too often, call centers are relegated as a cost center and a dumping ground for problems. Today, “contact centers” are partners in revenue generation and customer experience, populated with highly educated staff that have career paths and incentives beyond calls-per-minute. For example, IA recently developed a contact center concept for a paid subscription service aimed at proactive customer. This company is staffed with highly educated engineers that solve problems in teams, is trained frequently, and shares the same type of collaborative team environment as other development teams.

So how can space design enable this type of organization?