Supervisors play an important role in the call center as they are tasked with maintaining the quality and output of agents in the call center.
For this reason, designing the call center with supervisor workstations that allow them to best do their job is important for the success and growth of a call center.
One of the most important functions of the supervisors is their managing of agents. It is a must that they are able to see agents and get to them quickly when help is needed, instead of sitting in a position where they only see the back of agent's heads.
Supervisors can be at a stool or standing height in some design setups, and agents can be angled in to the station and directed towards the supervisor, so they are better able to view agent faces and provide more immediate assistance.
Also important for supervisors in the call center furniture design setup is aisle space. With aisles that are spaced about 6' between the outside of a work station to the other station across the aisle, there is an adequate enough space for traffic flow and for supervisors to more easily walk through station runs.
When agents can better see supervisors because they are facing toward them and sitting at a visible position, agents spend less time searching for the supervisor when they have a questions or need help.
To help keep from creating a barrier between supervisors and agents, adjustments to panel height can be made. In this way, it is easier for supervisors and agents to communicate.
In many cases placing supervisors on the end of runs also makes it easier for communications to occur.
Call Center Furniture provider, Interior Concepts offers supervisors a set up that works by putting them in charge of everything in the call center with a fully customize station to match their individual needs.
With Interior Concepts supervisor setups, it's possible to design stations at any height and that can be placed anywhere in a space, so these key personnel are right where they are needed. The setups can include markerboards, tackable panels and other options to provide them with just what they need to do their job.
With the right furniture setup, it possible for supervisor workstations to be more effective and the call center as a whole be more successful.
For more, be sure to check out the Call Center Furniture channel on TMCnet.
Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.