OLC Global, specialists in market research and inbound/outbound teleservices, partnered with Interior Concepts to furnish their Wichita, Kansas location. Together they created a hard-working work environment for OLC’s call center floor consisting of 160 agent workstations with more planned.

OLC Global’s CEO Tom O’Connor worked closely with his Interior Concepts project manager on the call center floor layout to create an environment that would foster improved visibility and lines of communication between supervisors and agents.  In the old furniture layout with high panels, supervisors had a difficult time seeing and communicating with agents.  Now with their new classroom style layout agents and supervisors can easily interact and have their questions answered. Tom had this say to about the new furniture “The furniture has transformed the look of our facility and creates a better working environment for our associates.”

Watch the video below featuring OLC Global to see installation photos and a virtual tour of the OLC Global site in Wichita, KS, or download a PDF of the project profile HERE.
 

3 Benefits to a Classroom Style Layout
OLC Global decided on a classroom style layout for their agent workstations versus a traditional back-to-back rectilinear layout. The classroom style layout offers three benefits to contact centers.

• The first benefit is visibility & communication. A classroom style layout features low panels and all of the agents facing the same direction. This layout allows supervisors increased visibility to see and communicate with agents. This layout also allows all agents to see screens for metrics, promotions, and announcements since they all face the same direction.
• The second benefit is the traffic flow. Since there is only one pathway and agents all face the same direction, there is less traffic congestion because the aisle is not shared between two rows of employees. Individual rows also mean that agents feel less crowded because of the improved flow and individual rows of stations.
• The third benefit is aesthetics. The third benefit is aesthetics. The layout creates a clean look and lets all agents see the view.  If the call floor is located on a floor with glass exterior walls and a nice view of the surroundings, why prevent some agents from enjoying this benefit by facing them in an opposite direction? If it is important to your company culture, a classroom style layout could allow all agents to enjoy this benefit.

Start the Process of Designing Your Furniture
Contact Us and we will put you in touch with a project manager that will work with you to design your space online with our interactive quoting software. Once the design is finished we will send you the layout and virtual tour for you and your team.  After the design is finalized simply select your colors and place the order.


What floorplan layout works the best in your contact center?
Take a look at another profile for the NOVO 1 contact center site in Holland, MI. Their site design features a u-shaped layout. Over the past few years we have also noticed a return in the popularity of pod or cluster workstations. Share the layout that works the best for your team in the comments below.