Call center cubicles are what you make of them. They can be dingy, grey cells that separate apathetic workers from each other. Or, they can provide the foundation for vibrant, personalized workspaces that promote creativity and collaboration. Of course, it is possible to go too far and create chaos instead of productivity. Good taste and common sense are the keys to developing just the right atmosphere.
Personalization
In most call centers, customers will never actually see your employees’ work environment. This means this space can be customized based on what makes your workers feel most comfortable and inspired. When employees from different shifts share your call center cubicles, small mementos are obviously better than large decorations. If employees have their own permanently assigned cubes, let them design the interior however they like (as long as it doesn’t damage the structure and materials of the cube). This might include:
Adopting an indoor plant like the Golden Pothos that doesn’t shed pollen
Tacking up a backdrop of scarves in colors they find appealing
Using cubicle Feng Shui to add a feeling of serenity and well being
Adding an ornate desk lamp with a unique shade
Installing a Babble® privacy device to curtail eavesdropping from a nosy cube neighbor
Enjoying a trompe l’oeil (fool the eye) picture window that provides a breathtaking view
Collaboration
Having an overall theme for each department is another fun way to decorate call center cubicles. Encourage teamwork by holding a contest for the most creative department design. Each employee can add his/her own special twist to the larger concept. You aren’t limited to ideas like luaus or holidays. Instead, each department might select a different historical era or a bestselling book as their inspiration.
Handling Cubicle Etiquette Problems
As an employer, there are some rules you should clearly spell out. For example, your sexual harassment policy must make it clear that posting images that might create a hostile work environment will not be tolerated.
However, having a rule to cover every imaginable “infraction” on cubicle etiquette can backfire. They provoke some people to see how close they can get to the line without getting in trouble. Handle issues as they come up and just try to be fair. Don’t let picky employees start posting their own lists of rules. This type of passive aggressive behavior has sparked many a cube war. Workers need to confront and resolve minor interpersonal problems directly.
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Great post. I think that creating a great call center atmosphere, even if it is something as simple as allowing agents to personalize their desks can do a lot in promoting employees’ creativity and boost their self-esteem, which reflects in job performance.
I completely agree. Even if the call center runs multiple shifts and workers share stations, it is still possible for them to be permitted to do some personalizing with items they can store in a drawer at the end of their shift.