10 Ways to Improve Your Call Centre Environment

A productive, positive call centre environment doesn’t happen by accident, it’s built through intentional training, smart design, and a people-first culture.

Whether you’re a call centre manager, operations leader, or team trainer, knowing how to improve your call centre’s workplace culture and efficiency can lead to happier employees, reduced turnover, and better customer service.

In this article, we’ll explore 10 best practices to improve your call centre environment across three critical areas:

Training for a Better Workplace

1. Promote Team Collaboration

Empowering agents to work together, not just in theory, but as part of their daily routine, has measurable benefits. Encouraging collaboration:

• Builds camaraderie and trust across the team
• Allows for peer learning and shared knowledge
• Increases engagement and overall job satisfaction

Create a collaborative environment by holding regular team huddles, encouraging knowledge sharing through internal chat tools, and recognizing team-based wins, not just individual achievements.

For ways to help your teams work together, read our article: Kick-Start Your Next Team Engagement Day

2. Establish Clear Communication Standards

Poor communication can unravel even the strongest call centre operation. Internally, ensure agents have guidelines on how to communicate with colleagues, respectfully, efficiently, and without disrupting others.

Externally, make sure agents are trained in:

• Tone of voice and speaking pace
• Minimizing noise disruptions (especially in open office layouts)
• Managing difficult calls with empathy and professionalism

Even something as simple as maintaining a calm speaking volume can greatly reduce distractions and improve the caller’s experience.

Want to know how agents can achieve effective communication in the contact centre? Read our article: The 7 Cs of Effective Communication

3. Manage Breaks and Shifts Effectively

Breaks are essential – they reduce burnout and keep performance consistent throughout the day. But unmanaged breaks can disrupt workflow.

To improve balance:

• Designate separate break areas away from the floor to reduce distractions
• Stagger break schedules to ensure coverage and minimize call queue build-up
• Use workforce management tools to align breaks with call volume trends

This approach protects both the customer experience and the mental wellbeing of your team.

4. Recognize and Reward Good Performance

Recognition motivates employees. A thoughtful reward system reinforces the behaviours you want to see repeated.

Ways to implement this:

• Give shout-outs during team meetings or internal newsletters
• Offer small incentives for KPIs like call resolution, customer feedback, or attendance
• Implement a points-based system that agents can redeem for perks

Recognition helps agents feel valued and connected to the company’s mission, key for long-term retention.

If you want ideas on ways you can reward your agents, read our article: 100 Great Staff Incentives to Motivate Your Team

5. Provide Clarity Around Roles and Expectations

Confusion kills motivation. Every agent should know what’s expected of them and how their performance will be measured.

Set your team up for success with:

• Clear KPIs (e.g., average handle time, CSAT scores, first-call resolution)
• Well-documented procedures and call handling scripts
• Regular performance reviews and coaching sessions

Modern contact centres now rely on AI-powered quality assurance tools, real-time speech analytics, and automated coaching systems to provide immediate, personalized feedback.

These tools help identify patterns in agent behaviour, flag compliance risks, and guide development without waiting for end-of-week reviews.

6. Support Hybrid Work and Agent Wellbeing

Many contact centres now support hybrid or remote roles. For remote success, ensure agents have:

• The same tools and access as in-office peers
• Ongoing training and communication loops
• Ergonomic set-ups at home

Also, prioritize mental wellbeing. Offer access to counselling, encourage time off, and normalize conversations around mental health. A resilient workforce is built through emotional safety, not just metrics.

To help support remote employees, set up 1-to-1 calls every month to check in on their wellbeing, discuss any roadblocks, and create space for personal connection – not just performance reviews.

Interior Design Improvements

7. Prioritize Comfort With Quality Seating and Desks

Call centre agents spend the majority of their workday seated, often in high-pressure situations that require focus and mental agility.

If their workstations are uncomfortable or poorly designed, it can lead to physical discomfort, reduced productivity, and even long-term health issues.

Investing in ergonomic chairs with proper lumbar support, adjustable height, and armrests helps reduce physical strain and fatigue. Pair these with spacious, clutter-free desks that give agents enough room to work comfortably and stay organized.

Beyond physical benefits, a thoughtfully designed workstation also signals that you value your team’s health and daily experience.

When employees feel physically supported, they’re more likely to remain focused, maintain good posture, and approach their work with greater energy and motivation.

Struggling to find the right desk layout for your call centre? Read our article: The Best Desk Layouts for the Contact Centre

8. Design Manager Workspaces for Accessibility and Visibility

Managers shouldn’t feel (or seem) distant from the team. Their workstations should offer:

• A clear view of the floor
• Easy access to agents for quick support or coaching
• A sense of presence without being overbearing

When managers are strategically placed within or near the team, they become more visible and approachable, not just in a physical sense, but culturally too. It encourages more frequent, informal check-ins, quicker problem-solving, and real-time coaching opportunities.

Technology and Infrastructure Enhancements

9. Maintain a Comfortable Temperature With Climate Control

Extreme temperatures can be distracting and affect productivity. A high-quality HVAC system ensures:

• Consistent, comfortable working conditions
• Fewer complaints and better morale
• Improved concentration across the team

Regularly inspect and maintain your systems, especially in larger centres where airflow is harder to regulate.

10. Use Natural and Adaptive Lighting

Lighting affects mood, focus, and even physical health. Whenever possible:

• Incorporate natural light through windows or skylights
• Use LED lighting instead of harsh fluorescent bulbs
• Install adjustable lighting in individual workspaces

Exposure to natural or well-balanced light reduces fatigue and helps agents stay alert during long shifts.

This article is a revised version of 9 Call Centre Environment Best Practices, originally published by CallMiner.

For more ways to create an engaging and happy workplace, read these articles next:

• How to Limit Agent Burnout With Empathy-Led Leadership
• New Ways to Empower Agents in 2025
• Want to Find Out How Happy Your Agents Really Are? Here’s How!

Reviewed by: Rachael Trickey