Call Centers Need More than Cubes
The task of designing or updating a call center is a comprehensive but rewarding task. While this task requires due diligence, the result will be a center that is more functional, productive and thus profitable. The capital investment in the facilities and furniture is insignificant compared to the most important asset; the agents working in the center. By doing it right you will benefit from higher productivity, improved employee morale, reduced employee turnover and a safer, healthier work environment. You should also select a call center furniture provider that has been “Certified Green”; with today’s environmental focus and concerns you should not settle for less. This article includes a number of questions that can help to ensure the very best furniture solutions for your center.
In considering the building or floor egress and traffic flow, the agent and floor supervisor stations should be placed in a manner that supports company objectives as well as company culture. While the agent stations are the revenue producers it is critical to also consider the location of human resource and executive/administrative offices, floor managers, meeting or multi-purpose rooms, training rooms and cafeteria or break rooms. Additionally, the location of restrooms and common areas should be considered. Other critical elements are the often-forgotten design obstacles such as corners, columns, and utility access panels. Knowledge of these design obstacles during the space planning process can help to maximize all available floor space.
Agent Stations
The furniture design for a center will vary depending on whether the center is inbound or outbound. For example, inbound agents providing customer service/technical support may have a need to complete paperwork and may have storage requirements. In an outbound center the workstations tend to be smaller since the stations need only accommodate a phone and a computer. The questions below will help to determine the workstation and call center design.
- What is the type of center, inbound or outbound?
- What services are being performed at each station?
- Is the center a single shift or multi-shift operation?
- How important is noise reduction and what is being designed in terms of the overall acoustics? [Including ceilings, flooring and possible sound masking systems]
- What is the desired panel height? [Balance between noise reduction and visibility]
- Do your agents have filing or storage requirements?
- How will the stations be powered? [From floor or overhead?]
- Will your stations require convenience outlets in addition to dedicated computer circuits?
- How can we best address ergonomics? [An investment that more than pays for itself]
- Is a sit-to-stand capability important in the workstation?
- Are there windows with natural light access in the space?
- What seating options are required? [Such as adjustable arms]
Supervisor Stations
Similarly, the design of the supervisor stations depends on how much supervision is needed. Some call centers prefer the supervisor to be in clear view of the agents at all times, while others prefer privacy by selecting taller workstation panels. Accessories such as marker boards, tack boards, acrylic header panels, additional storage components, and guest seating can be incorporated into supervisor stations for added functionality. The following questions will help to determine the supervisor station design.
- What is the desired supervisor to agent ratio?
- In larger centers with runs of stations do you wish the supervisor to be placed at the ends of groupings or integrated into the runs? [More privacy vs. less privacy]
- What are the storage requirements?
- Does the supervisor space require guest seating?
- What are the visual requirements?
- What are the electrical requirements for each supervisor station?
- Would a standing height or stool height supervisor station be beneficial?
- How can we best address ergonomics?
- What is required in the way of additional accessories, including paper management
Administrative Offices
Administrative offices can be fun (believe it or not) in that they provide excellent opportunities to differentiate (or not) from the call center floor. Furniture for these offices can be provided with the same panel system and in the same finishes as the call floor, or could be provided as an executive case goods solution. The executive case goods would be higher end wood veneers consisting of desks, credenzas, conference tables, bookcases, etc. These offices consist typically of larger workstations with a full array of accessories, guest seating and in many cases smaller round meeting tables. In most cases electrical/data already exists or will be placed in the walls at standard outlet heights; thus there is no need to purchase a panel system that includes a built-in electrical system. Save this money and take advantage of what is there. It will be important however to purchase a panel system that allows easy access to the wall power. Following are some applicable questions:
- What is the desired furniture solution? [Systems furniture or executive case goods]
- What is required in the way of storage space, i.e., credenzas, book cases, etc?
- What is the desired orientation of the furniture in the room?
- Does existing wall power/data support the orientation?
- Does the office size support a small conference/meeting table?
- If a conference table is required does it need table top power/data? [Floor power?]
- Is guest seating required?
Reception/Waiting Area
It is important to take aesthetics and functionality into consideration when designing the reception and waiting area in a facility. The reception area is a first impression to any visitors and the waiting area should be comfortable and functional. The receptionist often multi-tasks so a workstation to both greet visitors and perform work duties is important.
- Will this be a shared or a single workstation?
- Are guest chairs enough or is the preference for soft seating and tables?
- Does the reception area need a transaction counter?
- Is there value in incorporating a company logo or graphic into the station design?
Training Room
Training rooms can have very different meanings depending on the company. Sometimes the rooms need to be used for more than just training, so a multi-purpose mobile solution might be best. However, some companies prefer actual workstations in the space to give the agents a feeling of actual work experience and the training rooms are also used for work overflow. The questions below will help determine the training room needs.
- Will the room always be used for training or will it be a multi-purpose room?
- Does the room need be used for an overflow area for agents during peak seasons?
- What is the desired orientation of the furniture in the room?
- Will the room need an instruction desk or podium at the front?
Cafeteria/Break Rooms
The cafeteria and break rooms in a call center are a space where employees relax during lunch and break times. Many call center jobs are stressful and these spaces should be areas that are functional, aesthetically pleasing, and comfortable. The few questions below will help guide the best solution for this environment.
- Are regular height tables or café style tables preferred?
- What is the required number of seats?
- Are round, square or rectangular tables preferred?
- Will the space be a multi-purpose space, meaning will the tables need to be moved and stored or can they remain in place?
- Is there or will there be built-in seating in the cafeteria? [Such as soft seating around the perimeter]
Asking the right questions up front is critical to ensure that the environment meets the longer-term needs of the center. The questions in this article will help in designing a safe, productive and hence profitable work environment.
