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What to Include in Call Center Furniture Design

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January 23, 2013

What to Include in Call Center Furniture Design

By Susan J. Campbell, TMCnet Contributing Editor

The call center is an important element in the total customer experience. In the design of the call center, special attention is often paid to the optimal flow of call volume, the number of seats on the floor and the best way to track performance metrics. To truly optimize performance, however, management should also pay close attention to the design and selection of call center furniture.

A recent Interior Concepts blog highlighted lessons learned by working with call center customers in the past. If certain elements are not made a priority in the design and purchase of call center furniture, buyer’s remorse can quickly set in. Interior Concepts offers three tips to avoiding regret when designing the perfect call center.

Maximize the Workspace

There is very little value derived from a blank wall. Therefore, if you have a nine foot wall in your office, why not use all of that space with a nine foot desk? It’s never possible to have too much workspace in a busy office. You need room for prototypes, reference materials, documents and other media used throughout the course of the day or week. Maximize the available space and extend the desk. Call center furniture vendors working with you to design your space can customize the desk size to the environment – take advantage of this capability.

Incorporate Desktop Power

While the word is focused on wireless connections, the call center still needs power. One critical element that tends to lead to buyer’s remorse is a lack of power incorporated into the work surface. The Axil-Z, designed by Interior Concepts, mounts flush with the work surface to create a smooth look and still provide access to the power needed at the desktop. The solution incorporates power, data, USB, VGA and even HDMI. Plus, for those who have to start the day with a cup of coffee, the Axil-Z is waterproof.

Create Collaboration Space

Buildings designed for businesses today tend to maximize space for optimal efficiency. As a result, it’s difficult to add a table or chair when the need arises. When meetings need to take place between two or three individuals, a conference room is generally too large to accommodate their needs. Adding a collaboration area to the front or side of one’s desk can fulfill this need, without adding considerable cost to the design.

It’s also important to keep in mind the basics involved with ergonomic design to promote a healthy posture and stress-free work environments. Call center employees spend much of their day sitting and talking on the phone, which can cause undue stress to the body if the call center furniture in place isn’t designed according to the individual or the tasks involved.

While every call center can vary on its needs to accommodate a busy call floor, following these tips from Interior Concepts can help to avoid common mistakes made in furniture design.  

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Edited by Amanda Ciccatelli

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