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How then does a workstation in the contact centre look? Do the employees make use of the
technological improvements available in the market?
A standard workstation in the contact centre consists of two monitors, a computer + key-
board, an IP phone, headphones, an adjustable seat and footrest – for the interested. As
for the improvements, first of all, we try to streamline internal processes. That’s why we use
a print management system, which makes it possible not only to optimize costs, but above
all to increase data security and archive the bank’s documents. Moreover, we use an intra-
bank chat, which ensures quick contact with the employees of the contact centre and the
bank. A system for organizing teleconferences and videoconferences is also available to the
employees, and the channels used by the contact centre include both those addressed to
customers who are attached to traditional forms, like the telephone or e-mail and multimedia
tools like video and chat.
What factors are taken into account when purchases of furniture and office equipment are
made? What is most important?
Purchases of furniture in the contact centre are made according to a range of criteria, where
functionality is of greatest importance, followed by price and aesthetics. The employees of the
contact centre use several types of partitions, including table top ones with the height of about
40
cm above the desktop or freestanding ones with the height of about 120-160 cm. The parti-
tions can be upholstered or partially glazed, especially at the eye level of a sitting employee.
The desks are usually grouped into fours and the workstation is assigned by the immediate
supervisor. A very important element in the equipment of a consultant’s workstation is an er-
gonomic chair that ensures work comfort for several hours, adjusts to a consultant’s individual
needs (height and armrest adjustment, lumbar support).
Is the contact centre’s office space arranged in any particular style? Is the brand’s identity
taken into consideration in its arrangement?
In the arrangement of the contact centre`s office space, the bank is assisted by interior
designers and companies providing consultancy in work space arrangement. The depart-
ment’s workstations are meant to be associated with friendly atmosphere, warm colours
and comfortable environment. The dominant colour, which also matches the compa-
ny’s colours, is orange paired with grey and white elements. The office’s style is in line
with the current trends in office interior design and the office furniture is mostly modular.
In turn, office equipment elements and finishing materials primarily serve to improve the
acoustic conditions.
Indeed, there are many myths about work in open space. Which ones have you come across
most often and what is most important when planning for and preparing such a space?
The most commented thing is probably the issue of noise – which, contrary to what you might
expect, can be suppressed; if not completely, than certainly reduced to a minimum. Noise re-
duction using a system of partition walls, soundproof suspended ceilings and sound-absorbing
materials usually works well. A lot also depends on the awareness of employees working in
a common space. In our contact centre, it is a standard to mute private mobile phones, con-
duct meetings in separated rooms, or use the intra-chat for internal communication instead of
having conversations at a distance. Acoustics is the most important thing, because the noise
created during several dozen conversations at the same time causes difficulties in concentra-
tion and a large number of stimuli. That’s why its suppression is so important. Various forms
of sound-absorbing materials used in the open space – carpetings, suspended ceilings, felt wall
coverings or partitions between desks – minimize the noise and enhance work comfort. Also
important are free-hanging, soundproof ceiling panels with very high acoustic absorption on
both sides. Such soundproof wall panels, whose appearance also brings an aesthetic value, are
installed in order to eliminate horizontal sound reflections from the walls. They can be installed
as full wall lining from the floor to the suspended ceiling, a horizontal belt at the most sensitive
height in the room, or freestanding screens. It also makes sense to divide the open space with
tiny rooms for meetings in small groups. This makes it possible to eliminate the disadvantages
associated with large spaces, while maintaining the positive aspects, like good communication,
ease of rearrangement or efficient use of space. In conclusion, arrangement of such spaces is
a challenge, but today’s market offers plenty of possibilities and functional solutions.
What, in your opinion, are the main advantages of work in open space for the contact centre?
The main advantages of the contact centre`s work in open space are, first of all, excellent
integration of the team, easier communication between consultants and easy organiza-
tion of work. The employees, who sit close to each other can watch each other’s work,
exchange thoughts, doubts, and even hear how someone works and what effects are
achieved. On the other hand, one challenge is the above mentioned issue of adapting
the contact centre’s space in such a way as to prevent noise generation from numerous
conversations with customers carried out at the same time. That’s why cooperation
with specialized architects on the choice of finishing materials and the type of equip-
ment is of such importance.
Do the employees of the contact centre at ING Bank Śląski have at their disposal any space
to „kick back” and regenerate?
Our bank’s employees can use the so-called chillout rooms, where they can listen to mu-
sic, rest, talk freely with friends. There is also a cloakroom and a well-equipped, modern
kitchen, as well as a separate space for dining. The employees can also arrange a relaxed
meeting in a separated area.
Do the employees of the contact centre have a possibility to report their individual needs and
suggestions regarding working conditions in the office?
We promote open communication in our organization. An employee can meet with his
supervisor at any time, report his needs, express opinions or suggest new solutions.
I believe that by providing comfortable office spaces, ergonomic workstations to our
consultants, we create a good atmosphere, which directly translates into kindness and
commitment to our customers. For example, a fairly universal problem in open space
is the issue of central air conditioning or lighting. The optimal, average air tempera-
ture cannot satisfy the preferences of each employee. A similar difficulty is posed by
the standarization of the lighting level in open space. Some employees prefer artificial
lighting throughout the working day, while others would be eager to push the idea of
environmentally friendly use of artificial energy and work without “bulbs”. It is obvious
that any poorly arranged space negatively affects employees and their quality of work,
regardless of whether they work in open space or in individually separated offices. But
the difference is that planning and organization of the contact centre’s work in open
space requires more observations and designing with a view to meet the needs of all
the employees at the same time, not just each one separately.
interview by Judyta Marzec
