In spite of the economy, call centers have weathered the downturn better than other markets. There have been many stories about the openings of new centers and the expansion of existing centers filling the news. As always, call centers face a higher turnover rate than other industries, even in this economy as call center work is demanding and agents must be able to communicate intelligently and professionally. If your center is facing these issues a furniture makeover may be in order.
A few of the reasons for high turnover rates include insufficient supervision, a lack of self-empowerment, and a lack of identity. Working in a contact center can be a rewarding, fulfilling occupation and with the help of a proper call center furniture
design, some of the reasons for high turnover rates can be combated.
Designing agent workstation runs with supervisors in mind can help supervisors be more helpful and efficient. One effective supervisor station design is to place a supervisor at the end of a station run, and give them a higher workstation than the agents. This design can help a supervisor keep all of the agents clearly in view and help them when they need assistance. Additionally, incorporating clear acrylic panels to the upper sections of agent workstations can help to keep noise contained in a cubicle, while still allowing supervisors to keep agents fully in view.
Although furniture may not be able to empower agents in the traditional sense of the word, workstations can be designed so that agents do have control over their environment. One way to do this is to design a Sit-to-Stand Workstation
. This is not as difficult or expensive as it once was. New developments in ergonomic tools such as keyboard mechanisms and monitor arms with increased height adjustment can create a Sit-to-Stand Workstation for a fraction of the cost of a traditional sit-to-stand station where the entire workstation had to move up and down.
Giving the agent the option to adjust their position during the day can help them to feel empowered and not to mention, adjustability is a good ergonomic solution.
Employees at some call center outsourcers may feel a lack of identity as their job changes per client. To make employees feel more connected to the company, employers can design call center furniture with company colors in mind to keep employees feeling like part of the team. Also, screen-printing the company logo on workstation panels throughout the facility can be an effective way to brand the company.
Hopefully, as the economy improves, the stories about successful openings and expansions of businesses in the call center industry will increase. With the opening and expansions of call centers, the need to address furniture arises. By simply making some slight changes to furniture design these call centers can ensure improved functionality and reduced turnover.
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Edited by Stefania Viscusi