Why We Invested In a Ballpark-Themed Contact Center

December 18, 2013 / 0 Comments

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Editor’s note: This guest post is written by Andrew Dowis, Customer Experience Manager, and Derek Hall, Quality Control Supervisor, at Pro Athlete, Inc., the parent company for StellaService Elite-rated online bat and glove retail sites JustBats.com and JustBallGloves.com.

Here at Pro Athlete we have aspirations to be a most-admired ecommerce company, and we don’t allow any aspect of our business to slip below our world-class ideals. We recognize that our customers are the core of our business and we’re actively making investments that will drive customer loyalty and retention while also making it a fun work environment for our employees.

Customer experience is essential to our business as online baseball bat and glove retailers. We’ve taken a hard look at all elements of the experience including developing a user-friendly site and delivering customer support that rivals the best in the business.

We believe that we’ve created a best-in-class workplace at our headquarters in Kansas City, Mo. to complement this level of customer support. After all, if you don’t take care of your employees how can you expect them to take care of your customers? We’re fortunate that we have an experienced team of Customer Support Representatives who know the ins and outs of the game. A few of the employee benefits of working at Pro Athlete include:

  • A fitness center with full-­time trainer
  • On­-site chef who prepares daily breakfast and lunch options in a brand-new kitchen and dining room
  • A show­stopping contact center that we hope will be the envy of contact center employees worldwide

We believe the new contact center is the final piece in the puzzle of delivering a great shopping experience for our customers. The design of Pro Athlete’s newly renovated contact center was a year in the making, and underwent several architectural drafts to ensure that no detail was overlooked.

Where rows of cubicles are commonplace in the typical call center, our new workspace features two tiers of stadium seating on one side of the room, and another two rows directly across the room that enjoy natural light from a wall of windows. The two workstations are connected by an inner common space where our Customer Service Representatives are free to gather on an infield­-themed carpet and watch one of the 11 big ­screen TVs that hang from the ceiling.

The crown jewels of the renovation are the waterfall feature that adorns the top tier of seating, the baseball stadium wall mural, and the 75-inch jumbotron TV that sits above the waterfall. Within the next month, the walls will be covered with more than 1,000 bats and gloves.

The over-the-­top design of Pro Athlete’s new Contact Center is more than just a showpiece; it’s a testament to the company’s dedication to providing its Customer Service Representatives with a fun and unique environment that inspires them to do their best each and every day. By redefining the Contact Center concept, Pro Athlete expects to reduce the amount of turnover usually experienced in this high­-stress occupation.

Cultivating long­-term employee relationships is beneficial to Pro Athlete, and the customer, because veteran representatives are more knowledgeable and able to provide a better overall experience. Since the Customer Service Representatives are the face of Pro Athlete, providing a world-class experience for the employee and customer is of the utmost importance.

Pleasing as it is to the senses, Pro Athlete’s new Contact Center is more than just aesthetic. It’s an investment into the company’s future, its greatest assets: the employee and customers.

Greatness can only be achieved by breaking the mold and creating an environment that fits your culture. Pro Athlete has knocked this philosophy out of the park (pun definitely intended) with our new, state-of-the art Contact Center and strives to build upon its success into the future.

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