'Hot-desking' (i.e.  workstations are not assigned, so individuals sit at whichever desk is vacant) is becoming more common in typical offices, but it is standard practice in many call centres.  Some call handlers may sit at any workstation within their team area, and different shifts may also use the same team area.  Sometimes, whole teams move to another area in a call centre.  Other call handlers sit anywhere in a call centre, not necessarily with their team.  Some even hot-desk within a shift, sitting at a different workstation after a break.  Hot-desking may affect the health and safety of call handlers so should not be introduced without consultation with call handlers or their representatives in good time.

User Comments: Hot-desking did have advantages for a small number of the participants.  They enjoyed the change of scene and mixing with other call handlers rather than having to sit at the same desk all the time and only knowing other members of their team.  In general, however, hot-desking was not a popular working practice.  Frustration was expressed about not having a workstation allocated but having to find one for themselves and then adjust the equipment before every shift.  Many participants who hot-desked would also have preferred to sit with their team members rather than being scattered throughout the call centre.  They felt that they did not belong and that hot-desking was depersonalising.  (HSE)