You probably don’t think much about designing or updating your call center. You should. A recent good white paper from Interior Concepts, excerpted below, offers many practical suggestions of what needs to be considered during such an effort.
Call centers need more than cubes. While this task requires due diligence, the result will be a center that is more functional, productive and thus profitable. The capital investment in the facilities and furniture is insignificant compared to the most important asset; the agents working in the center. By doing it right you will benefit from higher productivity, improved employee morale, reduced employee turnover and a safer, healthier work environment.
Agent stations. The furniture design for a center will vary depending on whether the center is inbound or outbound. For example, inbound agents providing customer service/technical support may have a need to complete paperwork and may have storage requirements. In an outbound center the workstations tend to be smaller since the stations need only accommodate a phone and a computer.
Supervisor stations. The design of the supervisor stations depends on how much supervision is needed. Some call centers prefer the supervisor to be in clear view of the agents at all times, while others prefer privacy by selecting taller workstation panels. Accessories such as marker boards, tack boards, acrylic header panels, additional storage components, and guest seating can be incorporated into supervisor stations for added functionality.
Administrative offices. These can be fun, believe it or not, in that they provide excellent opportunities to differentiate -- or not -- from the call center floor. Furniture for these offices can be provided with the same panel system and in the same finishes as the call floor, or could be provided as an executive case goods option.
Reception/waiting area. It is important to take aesthetics and functionality into consideration when designing the reception and waiting area in a facility. The reception area is a first impression to any visitors and the waiting area should be comfortable and functional. The receptionist often multi-tasks so a workstation to both greet visitors and perform work duties is important.
Training room. Training rooms can have very different meanings depending on the company. Sometimes the rooms need to be used for more than just training, so a multi-purpose mobile solution might be best. However, some companies prefer actual workstations in the space to give the agents a feeling of actual work experience and the training rooms are also used for work overflow.
Cafeteria/break rooms. The cafeteria and break rooms in a call center are a space where employees relax during lunch and break times. Many call center jobs are stressful and these spaces should be areas that are functional, aesthetically pleasing, and comfortable.
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Chris DiMarco