More and more call centers are turning their attention to the floor space layout of their operations and particularly how furniture can be designed in a way that fosters productivity and success. TMCnet took some time to ask Interior Concepts about the importance of customization in this industry, the benefits, and what they offer to customers.
provides call center furniture planning and customization solutions that help companies more effectively utilize their floor space and improve performance and profitability.
How important is custom design in the call center furniture industry?
Custom furniture design is extremely important in the call center furniture industry. Unlike most furniture manufacturers, we specialize in call centers whereas other furniture manufacturers might adapt their furniture to a call center setting. There is a vast difference in benefits to the customer with the primary benefits being the maximum utilization of floor space, cost-effective wire management and the functionality of the floor space.
Our one-inch panel system coupled with our custom manufacturing approach allows us to provide to our customers with additional agent stations within the floor plan, increased workspace/aisle space per agent and/or the ability to build/lease less square footage. This positively impacts the customer’s bottom line. As opposed to making furniture fit we specifically design to the space and manufacture accordingly.
This image shows our ability to work around design obstacles and maximize the available space.
When you talk about "customized" furniture what types of things does this include?
Customization includes the size of the station, the layout of the station, as well as colors of the station. Our workstations can be customized to fit by 1” increments in terms of height, depth, and width. We can also customize the layout of each workstation and match existing colors.
Our workstations they fit perfectly with the existing space. See the image below. We customized this run of stations to fit along an existing wall.
How does designing call center furniture that is customized help to improve productivity in the call center?
Designing furniture for call centers requires knowledge about how call centers work, for example, the impact that the furniture has on the flow of the call center floor, and specific knowledge about what agents need at each station depending on the work being performed.
One aspect of operations that is often overlooked is the traffic flow of the call center floor. When considering floor plan options take into account the entrance of the building and the location of training rooms and common areas. It's also important to have an idea of supervisor to agent ratio and general workstation design before beginning to plan the space.
A good floor plan will have ample aisle space for supervisors to easily reach agents when they need assistance, clear paths to training rooms, and offer easy access to break areas and restrooms.
Also, when planning for furniture, the tasks being performed on the call center floor should be taken into consideration and the furniture designed accordingly. The furniture should be designed to facilitate the environment and the work being performed. This drives the station design in terms of panel heights, size and design of the station and the groupings of agents. If the furniture is specifically designed for the individual call center/environment then the furniture will enhance the productivity of the center – and thus the profitability.
We recently installed cluster workstations for a customer. They previously had workstations with tall panels. Since they have installed the new workstations they have experienced increased air circulation on the call center floor, which leads to increased comfort for the agents, and they have also experienced a rise in productivity! This is due to the fact that now the supervisor has visibility over the entire call center floor and the agents hold each other more accountable and are better able to communicate with their team.
What are some key differentiators of your furniture offerings?
The Interior Concepts system is constructed of a one-inch structural frame. With our specialty in call centers, our system provides the customer with either additional agent stations within the floor plan, additional aisle space and/or more work surface area per individual agent.
Also, with Interior Concepts, should panels become damaged or fabric worn over time, these panels can be removed and replaced without having to disassemble the system or disturb call center operations.
Interior Concepts offers a lifetime warranty and is MAS Certified Green, which means that we meet LEED indoor air quality standards.
Compliant with BIFMA X7.1
What kind of support do you offer for your customers?
One main difference between Interior Concepts and other furniture manufacturers is that with Interior Concepts you will work directly with the manufacturer (better communication) and this will save you time as well as costs since you don’t have to deal with a middle person who has to depend on the manufacturer for performance or receive a dealer mark up price on your project. We also “100 percent guarantee” our on-time delivery performance and offer a Lifetime Warranty.
Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.
Edited by Stefania Viscusi