When the first call centre companies appeared in the 90s, the office spaces did not offer the possibilities we have nowadays. The market of call centre companies which offer simple services has greatly evolved into the direction of specialisation and professionalization. Currently people working for call centres perform more varied activities and tasks than it was initially ‒ 8 working hours with a phone receiver. The change in the work style has been accompanied by some changes in the office space that is now supposed to support employees in carrying out their everyday duties.
In recent years, we have observed development of call centre companies into professional contact centre companies. By transferring this kind of services to CEE countries, global companies have created new work quality and raised standards in terms of employee remuneration and an office space. Being part of the constantly developing BPO/SSC market, they have to do their best to fight for employees.
It is widely believed that the people working at call contact centre companies are those who have just started their professional careers. Nowadays, the group of call contact centre employees is most often made up of the generation Y who requires something more than a satisfactory salary from their employer. Representatives of the generation Y, so-called Millennials, are ambitious and focused on personal achievements and self-development. They usually threat their work at a call contact centre as the first stop on their career paths. Thanks to the technology they adore, they have access to global trends and international work patterns.
They are mobile and independent, so it is relatively easy for them to take a decision about changing their job. Because of all these features, they pose a huge challenge to managers who are often representatives of a different generation. Attracting young people and keeping them in an organisation is one of the main problems contemporary BPO/SSC companies have to face.
The biggest problem connected with employee turnover in customer service centres is the outflow of knowledge from an organisation. A chance to keep an experienced employee in an organisation is to manage their talents skilfully and offer benefits that will increase their job satisfaction. A sports card or private medical care are becoming a standard. Additional benefits, such as an effective and well designed office can have a real influence on employee job satisfaction level.
Space in which work is pleasant
A contact centre office does not have to be conventional and made up only of boxes where employees carry out their main tasks. The technology development and flexible work styles allow employees to work in comfortable conditions within a large space and perform some tasks away from a desk. These solutions have been chosen by the international airlines Cathay Pacific, for which we have equipped the Global Contact Centre in Cracow. Our arrangement works have resulted in unique interiors that are the company's showpiece and that support it in attracting the best employees in the competitive Cracow labour market.
How to create an attractive contact centre office? Cathay Pacific case
Thanks to unique branding, an office becomes a company's showpiece and mirrors its values and mission. It also helps a company stand out from other companies in the competitive market. According to employees, an office look shows whether an employer takes care of their staff or not.
Additional social zones where employees can relax and spend a break with their colleagues raise a team's morale. It has been proven that informal meetings over a cup of coffee are more effective than traditional meetings held in conference rooms. Work performed with people who we know and like is more pleasant and more productive at the same time.
"Fine feathers make fine birds" – currently an office is becoming an employer branding element that allows for attracting potential employees.
Previous boxes are replaced with comfortable workstations and additional acoustic solutions, such as upholstered desk panels, acoustic panels and other solutions that allow for soundproofing particular rooms in an office.
Thanks to the division of an office into 3 macrozones: communication, concentration and administration, employees do not disturb each other in performing their everyday duties.
Nowy Styl Group will talked the latest trends and the needs of the call contact centre sector with its representatives during the CWW 2017 Congress in Berlin. Our company was a partner of the official Polish stand organised by Forum Call Center.
The biggest Call Contact Centre industry fair in Europe ‒ CCW 2017 is held in Berlin on 21‒23 February. 220 exhibitors and 8,000 guests from all over the world prove that this is a place where the direction of the service and modern communication sector can be visible to the naked eye. Our company is a partner of the official Polish stand.
‒ The line-up of the "Polish national team" is not accidental. Through their services, products and achievements, the participants will represent 10 trends that make up the axis of innovation and the Polish potential in the area of customer service solutions and operations – says Maciej Buś, Forum Call Center President, organiser of the Polish stand.
The trend Nowy Styl Group would like to share with participants in CCW 2017 is our unique know-how in the field of office space arrangement ‒ "People. Process. Place."
People, processes and the place are the main elements of every organisation, in particular of those companies that provide modern business services. Human capital is the most important asset of the service sector – it is people who realise certain processes on which the call contact centre companies focus their business activity. The place is supposed to be an effective workspace that supports people in realising business processes. A comprehensive project of a well designed office is an optimal combination of these three elements.
‒ At CCW 2017 we would like to reach new clients, recognise their needs and define the problems connected with a workplace they have to face – says Sebastian Osuch, our expert in the BPO/SSC/ITO market. ‒ Projects, such as the Cathay Pacific office in Cracow, only prove that a call centre doesn't have to be conventional.
You can read about our ideas for an effective workspace for the call contact centre sector in the study: "A non-standard contact centre office."
For more information on the Polish stand at CCW 2017 in Berlin see:
For a workplace at home, Stiftung Warentest, a German consumer organisation and foundation involved in investigating and comparing goods and services, tested thirteen swivel chairs with armrests and synchronous mechanisms. The Nowy Styl Group @-MOTION convinced the experts: with the overall 'good' score (1,9) in the quality rating, the chair was awarded the "best office chair" title. From the direct competition, @-MOTION stood out above all thanks to its "best handling" feature. The foundation awarded @-MOTION the "Practical Test Winner" title as well.
A look at the assessment criteria
What was tested? Based on the current European standards and requirements, Stiftung Warentest foundation tested the desk chairs precisely for seating comfort, durability, handling, safety, pollutants, marking and equipment/technical features.
"Practical Test Winner"
The Foundation awarded the Nowy Styl @-MOTION the individual "Practical Test Winner" title. As the only chair of all the examined desk chairs, @-MOTION received the 1.0 grade in the "marking" and "best handling" categories. The jury recognised its advantages, such as "being easy to fit and adjust", "very durable and gentle-to-the-floor castors", "adjustable lower back support" and "a soft, adaptable seat cushion."
Previously @-MOTION armchair has been awarded also in “Friendly Office” competition where it received a prize in the category of “Office Chairs”. It was also the finalists of the prestigious competition “Good Pattern”.
The fashion for lofts was initiated by Americans and Frenchmen. Nowadays lofts are places where architects, lawyers, creative sector companies and all those who value space, comfort and unique solutions like to arrange their offices.
Open spaces, austere brick walls and exposed ceilings are a perfect match for modern office interior arrangement. This is clearly visible in our showroom located in Clerkenwell, the London design capital.
– Based in Clerkenwell Close, the Nowy Styl Group's showroom features a range of project focused furniture and seating, including the Sand modular acoustic booths, the Play&Work range and the popular height adjustable bench – says Martin Howitt, from Nowy Styl Group UK. – The showroom is one of the feature offices in the Clerkenwell Workshops, a loft style industrial building that was built in the late 1800s and was used for educational storage. In the late 20th century the building became home to many craft manufacturers. We, of course, would love to come and visit the showroom in person, but if you can't make it, be sure to take a look at our virtual tour.