The Do’s and Don’ts of Moving Agents Into New Office Space

Relocating a whole contact centre full of people to a new location can feel daunting and exciting in equal measure.

As yes, your new office space will very likely be bigger and better than ever before, but it’s still going to displace people who were settled in their routine.

Therefore, it all needs to be managed incredibly carefully to make sure you take everyone with you – physically and mentally – as you start your new chapter.

So, what does it take to get this right? We spoke to the contact centre leaders who’ve “been there, done that” to hear more about what makes a move go as smoothly as possible.

DO! Choose a New Location That Works for Most of Your People

Location, location, location is a huge make-or-break factor to consider – long before you even start packing boxes.

Particularly so as the contact centre leaders that get this wrong typically prioritize cost over employee impact, overlooking the immediate and lasting effect on morale when there are significant changes to a commute.

A far better approach is to map out where all your agents live to choose a site that will bring the least disruption in the long run.

While no location will suit everyone, choosing one that works for the majority can go a long way in minimizing attrition.

For the minority who fall out of the loop, you could also proactively offer them more flexibility to soften the impact.

“It can be so hard to find good people that you don’t want to lose them just because you’ve made their commute longer!

Success comes from taking a proactive approach to finding a location that’s good for most of your agents.

That being said, hybrid working can also help to ease the strain if the new office space is further away. Again, it’s about being proactive.

If you can say, “yes, the commute will be longer, but you only need to come in 2 days a week” this can be a win–win for the high performers you want to retain.” – Afshan Kinder, Thought Leader and co-author of three books – including ‘Call Centers for Dummies’

DON’T! Let Communication Be an Afterthought

Communication is the backbone of a successful move! As we all know, silence creates uncertainty, and uncertainty breeds resistance! And this is felt all the more strongly with a change as big as moving to a new office.

Quite simply, agents want to know what’s happening, when it’s happening, and how it will affect them.

Therefore, it’s key to make sure your communication strategy starts early in the process, is filled with positive information about how the move is going to benefit them, and includes plenty of regular updates too!

For advice on how you can move from simply sharing information to creating meaningful connection with your agents, read our article: What Does Great Internal Communication Really Look Like?

DO! Involve Agents in the Process

But it’s not just about telling them, it’s about including them in the process. After all, one of the most effective ways to reduce resistance is involvement.

“You have to understand that it is like moving house! You spend a lot of time at work, and you can’t be dismissive of the emotional attachment people have to the office.

For example, parking in the same space and walking around the building in the same way are all small routines that we, as humans, value without even realizing it.

So, you really have to stop and think about how you’re going to support your teams through the change.

The moves that I’ve seen work really well were the ones when we were able to take people to the location before we were even moving in, so they could wander around and share their thoughts – whilst we were still early enough on in the process to make changes based on any feedback.” – Martin Teasdale, Founder of the Team Leader Community

DON’T! Overload Your Agents With Too Many Changes All at Once

Also do whatever you can to keep teams together – ideally with their current team leaders – as this provides a sense of stability throughout the move.

Yes, you may want to restructure your teams in the long run, but doing that in parallel with the office move only amplifies the feelings of uncertainty!

If additional changes are unavoidable, try to soften the blow with a phased approach – starting with the physical move, then introducing the additional changes gradually.

For top tips on managing changes effectively in the contact centre, read our article: How to Manage Big Changes Well in the Contact Centre

DO! Give Additional Support to Those Who Need It Most

Furthermore, be mindful that everyone experiences change differently, so avoid a “one-size-fits-all” approach that overlooks individual needs. For example, you may find your neurodiverse colleagues need a bit more support.

So, plan in additional time for those who need it most and then work together to make the move as smooth as possible for them. 

“We always knew the move was going to be more challenging for some individuals in the team, so we adapted our approach and made sure that we brought them along on the journey far earlier than everybody else.

For example, we moved then across into our new location first and gave them the opportunity to pick the desk space that felt right for them.

Of course, we also made sure they had anything else they needed to help them do their job well – all to help ease the pressure of the transition and get them off to the best possible start.” – John Forster, Head of Contact Centre Operations at Specsavers

DON’T! Leave Day One to Chance

And when the big day comes at last, know that few things damage confidence faster than a chaotic first week in a new office space!

Even seemingly small issues – like a broken chair or unclear seating arrangement – can create frustration and reinforce negative perceptions of the move.

To avoid this, ensure all systems are fully tested in advance, clearly communicate seating arrangements, and set up a support team or helpline for agents to use if something isn’t working.

This can be made even smoother with some pre-move testing, bringing a small sample group into the space to collaborate with your IT teams and make sure everything is working as well as possible – before moving everyone else across.

DO! Celebrate the Move

And finally, celebrate the move! For example, by sending everyone a “new home” card for their desk as a fun way to kick-start a new chapter. After all, a move isn’t just an operational milestone – it’s a cultural one!

Have You Moved Your Agents to a New Office Recently?

Click here to join our Readers Panel to share your experiences and feature in future Call Centre Helper articles.

With thanks to the following people for sharing their thoughts for this article:

• Afshan Kinder, Thought Leader and co-author of three books – including ‘Call Centers for Dummies’
• John Forster, Head of Contact Centre Operations at Specsavers
• Martin Teasdale, Founder of the Team Leader Community

If you are looking for more information to help manage changes in the contact centre, read these articles next:

• How to Change Your Shift Patterns – Without Losing Your Best Agents!
• ‘Digital Readiness Lead’ Supports Agents Through Intense Change
• Are You Preparing Your Agents Enough for the Future?

Author: Megan Jones
Reviewed by: Xander Freeman