The two most recent trends in call center furniture are a renewed focus on the individual agent and furniture that has sustainability in mind. The two trends in furniture echo trends in the industry as a whole – agent quality/retention and the environment.
The first trend of focusing on the individual agent has gained importance since call centers in the U.S. have shifted to more inbound operations than outbound. Agents for inbound centers typically require more skills and training, so the focus on agent quality/retention has gained even more importance now than in the past. In terms of furniture, this has resulted in larger, more comfortable, and better-equipped stations. The larger stations typically accommodate more storage and workspace, allow for agent personalization, and include ergonomic accessories.
Rather than a typical 4’ wide straight run of stations, the trend has been to design a larger station per agent, such as a 4’x6’ or 5’x5’ workstation. A larger workstation typically will have several options for storage including, pedestals with box and file drawers, a paper management system that keeps papers and frequently used documents in easy reach and center drawer for smaller items.
It is also important to allow agents to have some control over their environment. Various studies have shown that when people feel that they have control over their environment, they are more productive. This can be as simple as allowing an agent to hang personal items or including a desktop lamp at each station to provide additional light at the agents’ discretion.
Ergonomics plays two important roles in agent workstations. The first vital role is that this provides each agent with some control over his or her environment. Since ergonomic accessories allow each agent to adjust their workstation as needed, it can correlate to increased agent satisfaction. The second vital role is that ergonomic accessories directly affect agent comfort and thus, productivity.
Key ergonomic accessories to consider are an adjustable chair, adjustable keyboard, monitor arm, footrest, and desktop lighting. Why are these ergonomic accessories important? If you have ever sat at a computer workstation for hours at a time you know that selecting a comfortable ergonomic chair is an integral part of a workstation. An adjustable keyboard will allow the user to place the keyboard in a proper ergonomic position (a slight negative tilt), which can reduce the possibility of carpal tunnel syndrome. A monitor arm allows the user to adjust the monitor to a comfortable viewing position so that other ergonomic tools can be properly utilized. A footrest can increase movement, which can decrease circulation problems associated with remaining in a seated position for extended periods of time. Desktop lighting provides additional light that can reduce eyestrain, headaches, and fatigue.
The second trend in furniture design is sustainability or being “green”. As the world increasingly makes more environmentally aware purchasing decisions, so must the consumers of call center furniture.
Sustainable or green furniture design has several components. The first is the construction of the product itself and the lesser-known aspect of sustainability is the lifecycle of the product.
Regarding the construction of the product, a key consideration is recycled content, specifically the panel boards and the fabric. The panel boards should be FSC (Forest Stewardship Council) Certified. The FSC sets forth principals, criteria, and standards that represent guiding forest management toward sustainable outcomes. Another area to consider is the fabric on the workstation. Fabric should be produced out of 100% recycled materials.
The consideration of lifecycle is playing an ever-increasing role in the sustainability of furniture. If workstations can be replaced every 15-20 years vs. every 5-10, it saves the raw materials and energy that would have been needed to produce new furniture.
Paying attention to industry trends, including those in furniture, can help to make your call center a more desirable place to work and can assist you in making environmentally aware purchasing decisions.