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Improve Employee Retention in the Call Center with Better Furniture Set-Ups

TMCnews Featured Article

April 14, 2009

Improve Employee Retention in the Call Center with Better Furniture Set-Ups

By Stefania Viscusi, Assignment Desk Editor

Employee retention is a main concern in today’s call center as the need to keep costs in control increases. Consistent agent turnover rates and the costs associated with this, are plaguing the industry and forcing companies to look for ways to improve this trend.

Call center furniture can play a significant role in meeting the goal to improve employee retention, because the way a call center is designed can support how much attention agents keep on the job, how easily they’re able to do their jobs, and offers overall productivity and satisfaction within the demanding, sometimes stressful call center.
By creating a workplace that is visually appealing, employees will be more empowered to collaborate. And with performance rates up, and costs down, agents and call centers are able to pull ahead in the competitive marketplace.
Proper design and implementation of furniture in the call center fosters improved communications and teamwork so agents can work together. By allowing agents to feel as though they’re part of a team and a supportive environment that works together toward their goals, turnover rates can disappear.

Call centers that include furniture design setups with ergonomic support are also key in reducing turnover rates. A setup that promotes comfort and safety helps agents do their jobs better and stay healthy, so absenteeism due to health aliments, doesn’t have to occur.
In an interview with TMCnet, Interior Concepts President, David Kendrick ,said the importance of design in the call center will increase in the future as,
“call centers/companies compete against each other for business and to attract and retain a good workforce.”

Kendrick also said, the design and comfort of the stations “will have a significant impact on such things as repetitive motion injuries (and hence worker’s comp claims and insurance premiums) and employee comfort and retention.”
According to Kendrick, the investment in employee comfort “more than pays for itself” through employee retention and a reduction in worker’s comp claims (and hence premiums). 
For more, be sure to check out the Call Center Furniture channel on TMCnet.

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

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