The Great Set-Up: Furnishing Your Call Center for Optimal Productivity
Depending on which study you read, the people side of the call center business represents about two-thirds of an organization’s operating expenses. With so much of the industry’s cost and energy concentrated on this area, it makes sense that the center’s facilities should be designed with people and productivity in mind.
Regarding the productivity of workers in call center design, there are many issues that come into play. A few are addressed here, including workstation design, traffic flow and the ever-important ergonomics.
An important aspect to consider when designing a call center for optimal prouctivity is workstation design. Workstation designs for supervisors, call center agents and even administrative workers can greatly facilitate productivity.
When designing a workstation for supervisors, a recent trend is to place the supervisor at a standing or stool height on the end of a bank of agent stations. A supervisor at a higher height than a traditional workstation allows greater visibility. At a higher height, a supervisor can quickly see when an agent needs assistance and can supervise workers’ activities.
To greater aid the supervisors, a popular design in agent workstations is to have agents angled into the workstation and directed toward the supervisor. This configuration allows supervisors to be able to see the faces of agents versus their backs.
Complimenting the direction of the agent stations is panel heights. A panel height of approximately 42 inches allows for the greatest visibility. If a taller panel height is desired, there is an option for a clear or decorative acrylicpanel addition that will allow the agent more privacy, but still allow for visibility by the supervisor.
Download this article reprinted with permission from Contact Professional Magazine to keep reading.
