Recently, OLC Global, market research and inbound/outbound teleservices specialists, worked with Interior Concepts to furnish its Wichita, Kansas contact center location. With the design expertise of Interior Concept, OLC created a hardworking work environment its call center of 160 agent workstations.
OLC’s CEO, Tom O’Connor, worked with an Interior Concepts project manager on the call center floor layout to create an environment that would improve visibility as well as communication between supervisors and agents. So he chose a classroom style layout for its agent workstations instead of a traditional back-to-back rectilinear layout.
In the old furniture layout with high panels, supervisors had difficulty communicating with agents, but now agents and supervisors can easily interact.
“The furniture has transformed the look of our facility and creates a better working environment for our associates,” O’Connor told Interior Concepts in a recent blog post.
Interior Concepts’ classroom style layout provides three key benefits to contact centers:
Visibility & Communication – A classroom style layout features low panels and all of the agents facing the same direction, which gives supervisors more visibility to see and communicate with agents. Additionally, since all agents face the same direction, the layout lets all agents to see screens for metrics, promotions, and announcements.
Traffic Flow – Since there is only one pathway and agents face the same direction, there is less traffic congestion because the aisle is not shared between two rows of employees. Also, individual rows don’t make agents feel crowded because of the improved flow of workstations.
Aesthetics – The classroom style layout creates a clean look and lets all agents see the view the surroundings.
If you want to create a hardworking work environment in your contact center, contact Interior Concepts and it will put you in touch with a project manager that will work with you to design your space online with interactive quoting software.
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Edited by Braden Becker