Hot Seating and Desk Sharing in Call Center

Hot seating allows call centeragents to sit in any seat. It requires enabling technology, such as a common desktop and routing and quality monitoring software that support dynamic, software-driven assignment of skills and agent information to the endpoint. There is no study or research providing evidence that hot seating positively or negatively impacts agent morale or productivity. But on the other hand, most people can say that it can be positive for the agents. Call center agents can choose where they want to sit. It gives them a level of empowerment. And with hot seating, call center agents can have the chance to interact with different people, and can offer value in broadcasting knowledge among callcenter agents. While on the other side, without the right culture, hot seating will be counterproductive for the agents because it makes the agents feel like they don’t have their own space or they are not near the right resources to support them. Preferably, call centers with hot seating offer a variety of ways for the call center agents connect with and communicate with their team and teamleaders. It can also be essential to the call center by reducing facilities costs and simplifying seating configuration management. 

Because of 24/7 call center operating multiple and varied shifts, hot seating and desk sharing are a standard practice. In desk sharing, call center agents have their assigned seats but share the workspace with one or more people who work different shifts. This is much preferred by the agents and supervisors over hot seating. While desksharing is preferred, it does present some challenges. Here are few practical tips to implement this new policy to your call center staff:

• 1.      Once desk sharing has been established in your call center, let your staff know about it and communicate with them. Explain the reason why the policy has been changed and acknowledge that it’s going to impact how some people use their desk, but make sure to put things positively.
• 2.      Encourage call center agents to share their feed backs and try to obtain their buy-in. Let them discuss the new policy at a weekly update meeting.
• 3.      Be sure that when you assigning desk, you place agents at the workstations that are in close proximity to their supervisors.
• 4.      Set up mailboxes for each agent to ensure that all handouts are received if your environment relies heavily on paper-based procedure and communications. Assign a dedicated drawer with a lock for each agent who uses the workstation.
• 5.      Invite the staff to assist call center management in creating “desk sharing” best practices. Communicate and distribute desk sharing tips to all staff members.
• 6.      Call center agents also have different standards of personal hygiene or work habits. Make sure that cleaning supplies are readily available for use and require that agents take turns maintaining the workstation.
• 7.      Establish in advance the process for agents to discuss a desk mate mismatch and a procedure for assigning a new desk mate.

Some of the agents may not immediately adapt to an operating environment where changes are done because these agents may have been doing things a certain way for many years. Remember that while desk sharing is a common practice in many call centers, it is new for your staff. Management must be willing to delicately address issues that arise from the transition.