When OLC Global expanded to Wichita, KS they elected to re-purpose a building with existing furniture. Although they were quickly up and fully operational, the original furniture setup was a mismatched array with tall panels that prevented supervisor and agent communication, as well as prevented agents from working cohesively as a team. Realizing his furniture was not meeting the needs of his staff, Tom O’Connor, CEO, decided to upgrade Wichita’s call center furniture.
With 160 agent stations, and more planned, OLC Global’s furniture is intensively used — day in and day out by two full-time shifts. After evaluating workstation needs, they partnered with Interior Concepts because of our quality materials and solid construction for quality call center furniture that would be durable, provide a better team work environment, and allow supervisor and agent communication.
Improving lines of communication between supervisors and agents was a critical part of the furniture design process. In the old high-panel layout, supervisors couldn’t easily assist or monitor agents — even with elevated supervisor stations. To improve visibility across the facility, the new agent stations are equipped with mid-height panels in a classroom layout (rows of stations). Now less visually isolated, agents can interact with supervisors, see and track posted goals, have questions quickly answered, and overall feel the energy of the call center floor.
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