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Proper Call Center Furniture Can Make or Break Success

TMCnews Featured Article

May 08, 2008

Proper Call Center Furniture Can Make or Break Success

By Susan J. Campbell, TMCnet Contributing Editor

In the call center industry, many elements are studied to determine how to make the environment more productive. Call center supervisors will measure everything from response time, to talk time, to the number of words said within one customer interaction to assess a call and learn how to improve overall performance.

Believe it or not, one of the key things that can lead to improved performance within the call center is the call center furniture. When a call center is properly designed and furnished to foster team-building, training, and a collaborative atmosphere, performance is up, costs are down and agents are more satisfied in their jobs.

One of the key areas that can benefit from the proper design and implementation of furniture within the call center is that of teamwork and communication. The call center agent can often feel very alone in their tasks, especially if they are dealing with frustrated customers or turning in less than stellar numbers for the company.

By designing an area where the agent can feel a part of the team can help to encourage a more productive and supportive environment where he or she can flourish in the job and gain better satisfaction.
When a workspace is properly designed to ensure proper ergonomic support for the workers’ health, safety and comfort, the result is increased productivity. Call center agents already have a challenging job, they shouldn’t also have to deal with discomfort or threats to their health due to substandard call center furniture choices. When the proper selections are made, absenteeism is down due to healthier agents.

To maximize the impact of the call center furniture, the call center should also look to creating a workspace that is visually appealing. This will help to generate better employee attraction to keep attention on the job, while also increasing employee retention. Employees that are more visually stimulated will gain better motivation for the job and experience increased satisfaction.

Call center furniture should also be able to accommodate state-of-the-art technologies, while also offering the flexibility and scalability needed for a growing company. Call center agents must have the tools necessary to complete their jobs at their fingertips. By providing technology solutions that contribute to efficient operation of the center, overall performance can be maximized.

When looking at the overall call center furniture picture, it is about more than just where the call center agent will sit. It is instead about how to create collaborative teams that will work to the betterment of the company and create motivating environments where agents not only enjoy the work, but look for ways to improve performance. 

For more, check out the Call Center Furniture channel on TMCnet
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for Market Drive News. To see more of her articles, please visit Susan J. Campbell’s columnist page.

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