GoResponse Telephone Answering Service Staff

Seating plans crucial to call centre success

The seating plan of a call centre might seem very low down on the list of priorities.  However, ensuring that people sit in the right places can be one of the best ways to increase learning efficiency and make sure that all agents are performing to the best of their ability.

There are many things that can be done to improve the performance of telephone answering services, and one important aspect is to ensure that a high quality standard of care and attention is carried out by all agents.  In some of the best seating plans, team leaders are sat alongside agents, allowing them to listen into various calls and ensure that staff members are doing what they are supposed to do.  Instead of having to call out each agent individually, team leaders can then identify those in need of training in the work environment and are on hand to help.

Call centre expert and Managing Director, Joanne Varey, explained that in addition to having team leaders sitting amongst agents, it was important to ensure that computers were set up in a way so that agents could easily be moved around.  This helps learning when the buddy system is being used and means that there is minimal disruption to the work environment.

Seating plans may initially look like a low priority target, but if people are coordinated correctly, huge benefits can be seen.  For telephone answering services that want to work at peak efficiency, reassigning seating plans every six weeks is best for optimum performance.


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