Looking through a Fish Bowl

Since I’m usually on-site coaching and training, I’ve decided to take you along and share the inside scoop on some of these call centers. Cubicle life is important when we work in an inside sales environment; it impacts our productivity, our mood and general sense of purpose. 

There’s so much you can tell about an inbound or outbound call center by just observing the set-up, the sound quality, the different desks, the phones, chairs, lighting and space. Some centers are vibrant, everyone is friendly and casual, and you hear the buzz indicating everyone is on the phone. Other centers may be in a high-stress zone, especially at the end of the quarter and signs about keeping the noise down may be posted.

It’s always interesting to observe the investment management makes for their teams such as providing them with state-of-the-art tools to enhance their cubicles. Wireless headsets, ergonomic desks and chairs and big flat-panel monitors are big perks today. You can also observe the excitement and competitive nature of the team within the center if there’s a contest of incentive running. 

Yesterday, I conducted training for Mercury Interactive in Boulder, Colorado. Known for BTO (Business Technology Optimization), this great company has recently been acquired by HP. I was out there training their talented SDR team and checked out their very cool office. They’ve taken over the old ClearWater Software offices so what do you think that means? Yes, lots of water, fish tanks and giant aquariums surround this center.  Fish tanks sit on everyone’s desk.

 How fun! The Mercury folks were great, friendly and energetic. Could that have anything to do with their calming, colorful and vibrant environment?