Designing a contact center site that is conducive to proper workflow processes can help with increased productivity, improved employee morale, reduced employee turnover rate and a safer, healthier work environment.
In considering the building traffic flow, the agent and floor supervisor stations should be placed in a manner that supports company objectives as well as company culture. 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.
The furniture design for a center will vary depending on the needs of the agent and the type of support that they provide. For example, inbound agents providing customer service/technical support may have a need to complete paperwork and may have storage requirements. Considering the questions below will help to determine the workstation and call center design.
• What services are being performed at each station?
• Is the center a single shift or multi-shift operation?
• 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?
• How can we best address ergonomics?
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. The following questions will help to determine the workstation that can best accommodate the needs of the supervisor.
• 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?
• What are the storage requirements?
• What are the visual requirements?
• Would a standing height or stool height supervisor station be beneficial?
Administrative offices can be fun to design 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. In most cases electrical/data already exists or will be placed in the walls at standard outlet heights so there is no need to purchase a panel system that includes a built-in electrical system. 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 or meeting table?
Many of the same questions need to be asked for other areas of the call center including the reception area, break rooms, and training rooms. Asking the right questions up front will ensure that the environment meets the longer-term needs of the center and will properly support the centers greatest asset – its people.