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I N T E R V I EW
How large is the office of the contact centre at ING Bank Śląski? How many
workstations are there?
The contact centre operates in two locations: Katowice and Ruda Śląska.
The current number of workstations is about 400 and allows for day-to-day
customer service for those contacting the centre, serving as the back office
for the bank’s other units utilizing the contact centre platform. The occupied
floor space in both locations is nearly 2,500 sq.m.
The floor space is quite large. So is it easy to integrate an open space office
design with the requirements posed by electronics and technology?
I must admit it’s a challenge that requires skill and considerable expe-
rience with these types of projects, but we deal with all the require-
ments thanks to the commitment of the IT, services and contact centre
departments, their effective cooperation and thorough knowledge of
the subject.
Challenges
in open space
Although work in open space is one of the most effective ways of organizing workplaces and it
has already firmly established itself in Polish offices, skillful adaptation of its floor space remains
a challenge for many – especially when it comes to employees of the contact centre. How, then,
to prepare employees for work in open space and organize workstations reasonably in the contact
centre? – we speak to Sylwia Wranik-Wróbel, Director of the contact centre at ING Bank Śląski
