The call/contact centre industry is a fast growing world of work supplying endless job opportunities as well as streamlined business processes for companies throughout the world. The focus on outsourcing has increased for both local and international industries. It is however a unique work environment with high attrition and absenteeism rates being human resource management issues. It is a highly stressed environment; agents are exposed to constant monitoring and surveillance, and training is a high and constant expense.

The science of Sensory intelligence regards the call centre industry as a high sensory overload work environment, and the doctoral research of Annemarie Lombard, Founder of Sensory Intelligence was positioned in South African call centres. Correlations were performed between sensory profiles, performance, absenteeism and attrition.

Based on our expertise, research and knowledge we offer innovative solutions to the industry in order to save time and money and enhance the quality of work life for agents:

1. Recruit the best-fit agent using Senses on Call
2. Train management and executive decision makers to create a high performance sensory environment within the call centre
3. Train agents using basic neuroscience in order to be more focused and attentive at their work stations while reducing stress through effective and practical strategies

E-profiling
Recruitment and selection of best-fit contact centre agents Designed for:  Contact Centre Industry      Read more	Assessments to establish sensory needs and sensory stressors and sensory strategies to maximise performance.  The Sensory Matrix for Work Profile is doing prior to all workshops for Call Centres   Read More

Sensory Audit

The Sensory Audit measures the physical and sensory properties of open plan work environments as research has proven work environments to have a fundamental impact on focus, concentration and stress levels of employees. 

Sensory Intelligence considers best practise work environments based on neuroscience and human behaviour principles.  It has been designed to assist employers in creating work environments that will ensure high performance of staff while contributing to health and wellness.

Through a rating system, 30 environmental and operations components are measured to determine how conducive the work environment is to support high performance for employees.

The Sensory Audit consists of 3 main categories:

•  Communal/general space

o (i.e air conditioning, noise absorbing qualities for floors and ceilings, chill rooms and cafeteria’s)

•  Cubicle/personal space

o (i.e desk sizes, chair specifications, computers, dividers and headsets)

•  Wellness contributors

o (i.e water dispensors, breaks and coaching)

The Sensory Audit consists of a site visit by Annemarie Lombard, the CEO and Founder of Sensory Intelligence and results are compiled in a written report with suggested implementations.

Please download our a comprehensive contact centre service profile with more details