10 Steps to Create a Better Call Center Environment

min read
10 Steps to Create a Better Call Center Environment

What is a call center environment without stress? Call center work is often intense — and not always rewarding for agents dealing with irate customers. And while stress in the call center can be controlled and managed to a degree, it’s still ever-present. 

That’s why creating a positive work environment in the call center is so crucial. Without it, your agents’ well-being, engagement, and productivity can suffer. As a result, so, too, can customer satisfaction.

In this post, we’ll consider the importance of a healthy call center environment, look at what factors contribute to a poor call center work environment and the impacts on agents, and best practices and tips for how to improve a call center environment. 

Importance of a Healthy Call Center Environment

What are the hallmarks of a healthy call center work environment? Employees feel valued and supported — and there is an air of positivity in the workplace as a result. When the stress level ratchets up, call center agents approach their work with more energy, instead of feeling negative about the challenges they face. They can handle stress more effectively because:

  • They enjoy open and honest communication with management.
  • Their managers emphasize the importance of maintaining a good work-life balance.
  • They have the right tools at their fingertips to do their jobs well.

Fostering an ideal call center work environment like the one described above is crucial to employee retention, well-being, and productivity — and ultimately, customer satisfaction. If your call center agents are happy on the job, they’ll be better able to deliver a positive customer experience

What Is the Effect of a Call Center Environment on Agents?

As noted above, agents working in a healthy call center environment have a more positive outlook and work more productively. That helps boost team morale, which, in turn, drives retention of employees. 

Data from the U.S. Bureau of Labor Statistics suggests that the attrition rate of agents working in call centers is as high as 45%. And since it can cost as much as $12,000 to recruit and train an agent making an average of $36,000 a year, agent retention is vital if managers are to keep costs under control. 

What Factors Can Cause a Poor Call Center Environment?

There are many reasons a call center environment can turn toxic. Here are some of the major culprits. 

Stressful Work Environment 

As we’ve already established, a call center environment by definition is stressful. Agents are tasked with handling a high volume of calls every day, often from unhappy customers. Most agents have very little autonomy in their work, which can leave them feeling uninspired and unmotivated. And, in an unhealthy work environment, agents experiencing call center stress syndrome is a real risk.

Poor Work Conditions

Agents spend long hours in call centers, which are often housed in bland facilities with inadequate natural light and poor air quality. Working in these conditions day in and day out can be debilitating for any employee, especially if they’re also spending a lot of time on calls and looking at computer screens.

Call center agents are mostly sedentary throughout the workday, which can lead to back and shoulder problems and other chronic health issues. Headaches are a common complaint. And agents regularly working night shifts may suffer from sleep disorders.   

Inadequate Technology

Call centers, especially inbound call centers, are viewed as cost centers. That perception can sometimes lead to a lack of investment in modern technology infrastructure that can enhance the work of agents, ease their stress and reduce employee attrition rates.

Poor Employee Benefits

No worker is going to be happy or stay in a job for long that offers few benefits. Since call centers are already uninspiring and stress-inducing workplaces, a lack of basic benefits is going to increase agent disillusionment, depress morale, and contribute to a poor working environment  

Inflexible Schedules

Call centers dealing with global customers handle calls 24 hours a day, seven days per week — and require agents to regularly work night and weekend shifts. Even call centers with more conventional hours, such as 8 a.m. to 5 p.m., five days a week, can be stressful for employees if they never or rarely have the opportunity to alter their schedule.

Lack of Recognition

Call center agents work from scripts when speaking with customers and typically have little autonomy or opportunity to demonstrate initiative. With few chances to “think outside the box” while at work and earn praise for innovative thinking, agents can easily become disengaged. 

In fact, a lack of recognition is a key factor for high rates of attrition in call center workforces (so, too, is non-challenging and repetitive work).  

Limited or No Career Growth

According to Pew Research Center, the lack of career growth is the second-most common reason, after poor compensation, that employees decide to leave their jobs. Now, consider that call centers have more limited career paths than most industries. 

The dearth of growth opportunities in the profession can negatively impact morale in the call center, as agents may end up feeling like they’re stuck in “dead-end” jobs. This bleak outlook creates a less-than-ideal call center environment.

Burnout

Call center stress syndrome can lead to call center burnout. Burnout is a medical condition officially recognized by the World Health Organization that can lead to mental and physical illness. Burnout obviously impacts call center agent morale and, if rampant, the entire call center work environment. 

Micromanagement

If you’re looking for best practices to create a healthier work environment for your call center employees, resisting the temptation to micromanage is definitely one to embrace fully. Micromanagement is an atmosphere killer in any work environment. No employee likes their boss hanging over their shoulder and questioning their every move. (Would you?)

10 Steps to Improve Your Call Center Environment 

Now that we’ve covered some of the top contributors to a poor call center environment, let’s look at strategies for creating a healthy workplace for your agents. Here are ten call center environment best practices to help you develop and maintain a positive call center environment:

1. Implement Better Training and Development 

One of the most important call center environment best practices you can adopt is to provide appropriate training for your staff. When agents receive high-quality training on the job, they can strengthen their communication skills and become more confident when addressing customers’ questions, needs, and concerns. 

Offering training resources beyond the onboarding process can lead to career growth — a major goal for most agents. Bringing technology like Invoca into the mix can also help to promote the continuous development of agents. Our conversation intelligence software delivers complete and unbiased feedback that can enhance training throughout an agent’s career. 

Consider the example of MoneySolver, a national financial services company that deployed Invoca in its outbound call center. The company subsequently reported a noticeable increase in job satisfaction, motivation, morale, and engagement among its call center agents — and a doubling of the close rate at its contact center!    

2. Recognize Agents’ Work

Giving credit to agents who deliver a superior experience to your customers can go a long way toward creating an ideal call center environment.

If you don’t have a formal recognition and incentive program, then make a point to call out an agent’s exceptional performance in a team meeting and personally thank standout employees for their efforts. These gestures are well worth it because positive reinforcement can help to elevate morale and increase engagement across all call center staff.

3. Establish a Work Culture and Values

Creating a healthy workplace culture for employees and instituting clearly defined, well-communicated values for the organization as a whole, are essential steps for any employer that wants to attract and keep top talent. 

In a call center, where recruitment and retention are ongoing challenges due to the demanding nature of the profession, these measures are even more critical. They help create unity of purpose and contribute to agents feeling good about coming to work and understanding the importance of what they do.

4. Schedule Effectively

Minimize stress within your call center workforce and boost customer satisfaction by deploying your human capital wisely. Schedule enough experienced agents to cover high-volume call periods. Insist agents take regular breaks to cut down on physical issues and reduce burnout. And provide flexible scheduling for agents who need it — they are people first, after all.

Another tip: Set up new agents for success by scheduling them to work during periods when your call center typically sees lower call volume from customers. 

5. Invest in Better Technology

Providing the right technology to agents can help them feel more effective on the job. They can work more efficiently, but also, more creatively, so they can deliver better outcomes for customers. 

Invoca’s solution, for example, uses artificial intelligence (AI) to grade agents’ performance consistently and objectively — which can be both a performance driver and a morale booster. Also, because call center agents receive their scores immediately after each call, they’re empowered to engage in self-coaching and make adjustments to call scripts and tactics on the fly. 

Managers can also use Invoca’s technology to elevate agent coaching and collaboration by personalizing training and using timestamps to flag “coachable moments” in call transcripts. These features have the potential to turn every agent into the best agent they can be.

6. Encourage Employees’ Relationships 

Team-building in the call center environment helps employees develop solid professional relationships with each other and foster a sense of camaraderie. Consider setting up team projects, arranging social events, or encouraging group volunteer activities outside the workplace.

7. Promote Mental & Physical Wellness 

Call center work can be tough on both the body and mind, so it’s important to make sure your call center agents are feeling their best. Consider setting up wellness programs like ergonomic workstations, offering mental health days, or giving access to fitness and wellness resources. Little things like encouraging stretch breaks or providing tools to manage stress can make a big difference. When your agents feel good, they’re more energized, more engaged, and more productive—creating a happier, more supportive atmosphere for everyone.

8. Offer Career Advancement Opportunities 

When agents can see a clear path for growth, they’re much more likely to stick around and stay motivated. Offering opportunities for career advancement—like leadership programs, cross-training, or certification courses—can really boost job satisfaction. Encourage your team to take on new challenges and develop their skills. Not only does this help them grow in their careers, but it also strengthens their contribution to the team. When people feel like they’re growing and learning, they’re more engaged and more likely to give their best every day.

9. Provide Constructive Feedback on a Regular Basis 

Regular feedback is key to helping your agents grow and feel confident in their performance. But it’s not just about pointing out mistakes—be sure to celebrate their wins and offer helpful advice for areas that need a little more work. With Invoca’s conversation analytics technology, managers can easily spot coachable moments in calls, giving agents clear, specific feedback they can act on right away. When feedback is consistent and constructive, your agents will feel more supported, grow faster, and be more motivated to keep improving.

10. Foster Open Communication 

Creating a culture of open communication helps your agents feel heard and valued. Make it easy for them to share their thoughts—whether it's voicing concerns, suggesting new ideas, or giving feedback on processes. Regular check-ins and team meetings can be great opportunities for this, plus they help managers stay in tune with what their agents need. When people feel like their voices matter, they’re more engaged, more motivated, and more committed to doing their best work.

On-Premise vs. Remote Call Center Environments: The Pros and Cons

Choosing between an on-premise or remote call center setup is a crucial decision for any business. Both options have unique benefits and challenges that can significantly impact not only your operational costs but also the experience of your agents and the quality of service provided to your customers. Understanding the pros and cons of each model will help you determine which is the best fit for your company’s goals, culture, and budget. Here, we’ll break down the key advantages and disadvantages of both on-premise and remote call centers to help guide your decision-making process.

On-Premise Call Centers

Pros:

  • Team collaboration and support: In-office environments allow agents and managers to work closely, making it easy to collaborate and provide real-time support.
  • Structured work environment: A traditional office setup can foster a more focused and disciplined atmosphere, with fewer distractions compared to a home office.
  • Stronger company culture: On-site employees may feel more connected to the company’s values and culture, which can boost engagement and team morale.
  • Easier supervision and training: Managers can closely monitor agents’ performance, provide immediate feedback, and conduct training in-person.

Cons:

  • Higher overhead costs: Maintaining a physical location includes expenses like rent, utilities, and office supplies, which can add up, especially for large teams.
  • Limited talent pool: On-premise call centers restrict hiring to people in the local area, limiting access to top talent from other regions.
  • Commute time: Employees may face long commutes, which can lead to fatigue, lower job satisfaction, and higher attrition rates.
  • Less flexibility: In-office work often requires rigid schedules, which may not suit agents who need more flexibility due to personal or family commitments.

Remote Call Centers

Pros:

  • Expanded talent pool: You can hire agents from anywhere, enabling access to a broader range of skilled workers who may not live near the office.
  • Cost savings: Remote setups eliminate many physical costs, including office rent, equipment, and utilities, leading to overall savings for the company.
  • Flexibility for agents: Working from home offers agents more flexibility, helping with work-life balance and potentially leading to higher job satisfaction and lower turnover.
  • Disaster resilience: Remote teams are not impacted by local events such as natural disasters or power outages at a central office, ensuring more consistent service.

Cons:

  • Communication challenges: Virtual communication may make it harder for teams to collaborate effectively or receive immediate support from supervisors.
  • Risk of isolation: Remote workers can feel disconnected from their coworkers, leading to a weaker sense of team culture and lower engagement.
  • Supervision and monitoring: It’s harder for managers to monitor performance in real time or address issues immediately, which could impact training and oversight.
  • Technology and security issues: Remote setups require strong internet connections and can pose security risks if agents are handling sensitive customer data from home.

Improve Your Call Center Environment with Invoca

Anything you can do to lighten the load on your agents is going to make them more productive — and help them focus on customer satisfaction. Technology, like conversation intelligence and AI, can help you carry out many of the best practices outlined above so you can create a much healthier work environment for your call center employees.

With Invoca, you can share personalized coaching tips and give kudos to specific agents by calling out examples using the exact timestamps in call transcripts. Invoca also uses AI to automatically grade every call to your call center — not just a small sample — giving agents immediate, honest, and consistent appraisals of their performance.

Invoca allows you to give your sales agents real-time comments on their performance

Taking the human bias out of quality assurance assessments will engage your call center agents and empower them to adjust and improve call tactics confidently, on their own. And that means you, as a manager, can focus even more attention on how to create an ideal call center environment that will allow you to attract, keep, and make the most of the talent on your team.

Additional Reading

Want to learn more about how Invoca can help you improve agent coaching and your overall call center environment? Check out these resources:

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