What are the most recent trends in contact center floor plan design?
The most recent trends are workstations that are around 42” wide, though for many of our customers with our custom abilities we can create a 45” wide workstation that is popular as well. Regarding panel heights 42”-55” are generally the most popular. A 46” high panel covers most mouths, but not most eyes, so they are the best height to see and still have some acoustical value. Also since paperless work environments are becoming the norm, many contact centers are eliminating storage at each workstation and are instead investing in ergonomic keyboards.
With the trend of smaller footprints for workstations, we have seen slight design changes to give agents their own defined space. For example, we frequently see a deeper worksurface, such as a 27-30”, as opposed to a 24”. A concaved worktop is also popular because it tucks agents into the workstation so that they can get the benefits of having their own defined space from the side panels.
We are still seeing an interest in cluster workstations, also known as pods. The cluster workstation has a unique circular setup that allows agents to work in a team environment and more easily achieve the goals of the call center. Read more in our white paper titled: Beyond the Cookie Cutter – Cluster Workstation Design.
How important is color in workstations and the other product that you provide to the contact centers?
Color Considerations
Color plays a big part in the overall aesthetics in a space. There are many studies that show that color plays a part in the overall mood and productivity in a space, however, selecting colors for call center workstations is different than choosing colors for a typical administrative office. In the call center furniture setup, color can help workstations to look better for a longer period of time, especially in agent workstations where heavy use and wear and tear come into affect.
Material Selections
Complementing colors for call center cubicle durability are the panel material selections. Laminate and melamine (vertical grade laminate) are nice options because they wipe down easily, and resist staining. For our customers that choose to go with fabric panels on the cubicles for acoustics or tackability, we recommend a quality fabric in a darker color because it will hold up better over time opposed to a fabric in a lighter color.
Color Trends
While most may think that sticking with one color, like gray for example, will match best, this selection can actually make the set-up look dull. A better option is to find coordinating colors. A contrasting laminate and fabric can still go together without matching. The frame and trim may coordinate with other colors in the room or simply be an accent color. Several trends in furniture area the return of woodgrains, natural decorative elements, and sustainable color options. For more information readers can look at our CRMXchange Blog Post for spring color trends for 2010.
How involved is Interior Concepts in the “greening” of the contact center?
LEED Standards
Selecting the right call center cubicles and other furniture can help to create a ‘greener’ call center. Interior Concepts furniture meets the LEED (Leadership in Energy and Environmental Design) Indoor air quality standards after rigorous product testing and is approved as a low-emitting furniture system by compliance with the BIFMA X7.1 Furniture Emissions Standards which addresses Total Volatile Organic Compounds (TVOC’s), Formaldehyde, and other targeted compounds.
Why is this important?
The use of furniture that meets this standard will contribute to a better indoor environment. Many of today’s airtight/energy-efficient buildings operate on minimal amount of outside make-up air – which can result in increased indoor VOC concentrations. This condition combined with lower ventilation rates, higher occupant densities and greater use of chemicals in interior furnishings often translates into more reported allergen problems, odor com¬plaints and sick building issues. Use of low-VOC and formaldehyde emitting (BIFMA compliant) furniture will serve to reduce these types of problems.
Product Lifecycle Considerations
In the definition of sustainability, often overlooked is the product lifecycle. Product lifecycle is important because a furniture system with a longer lifecycle needs to be replaced less often than more expendable products. This means that the impact on the environment is reduced because the resources needed to manufacture and produce the product are reduced. Remember that just because a furniture product is “green” does not necessarily mean that it’s sustainable. Interior Concepts furniture is backed by a Lifetime Warranty and some of our customers have had their furniture for over 20 years!
There are several suppliers of furniture for contact centers. How does Interior Concepts differentiate itself from its competitors?
We love this question! What sets us apart from our competitors is our knowledge of the specialized call center market, space maximization capabilities, our Chase Wire Management System, the durability of our product, and the ability for us to give our customers virtual tours of their space.
Specialized Knowledge of the Call Center Market
In many instances contact centers may not be familiar with the nuances of floor planning and selecting the appropriate configurations for their center. With our focus on the market we can provide insights to help them through this process. Interior Concepts does not manufacture furniture to fit in call centers, we manufacture furniture for call centers and our experienced sales managers can help to design furniture that fits the space and needs of the customer.
Space Maximization
Our innovative call center furniture panel system takes up less room and allows our customers to do more with less. We can work our furniture around the existing architecture, comfortably fitting more people into a space or create more usable space in any given area. Our call center cubicles feature a customizable one-inch panel system allows us maximize every square foot of space.
Chase Wire Management System
Our Chase Wire Management System provides greater cable capacity and allows for easier reconfigurations than any other furniture system on the market. The Chase system is hidden behind sliding doors and has the ability to be hard wired to the building electrical system. To read more see our blog post titled Save Money on Call Center Wiring and Cabling here: http://blog.crmxchange.com/blog/crmxchange/0/0/save-money-on-call-center-wiring-and-cabling
Product Durability/Sustainability
Our furniture is backed by a Lifetime Warranty, and our furniture meets the ANSI/BIFMA Safety and Performance Standards. ANSI is the American National Standards Institute, and BIFMA is the Business and Institutional Furniture Manufacturer’s Association. Another great feature of our products is the ability to easily replace panels, so if the panels are damaged intentionally or otherwise, it is an easy fix. The panels in our system can be replaced without disrupting the entire system, and one panel can be replaced vs. an entire systems furniture wall saving cost.
Virtual Tours
We have the capability to provide not only CAD drawings but also the ability to provide virtual tours of our customer’s space. This is advanced technology can create shorter lead times, and leaves nothing to the imagination in terms of station design and space utilization. If a private telemarketing firm operates the call center, this technology can be used for them to present the space to their customers. View examples here: www.interiorconcepts.com/video/category/call-center/.
What is a typical ROI/business case that you use when justifying the cost of your products?
The investment in our furniture can be more than justified through the following business cases. With our one-inch panel system and custom manufacturing approach, we can do more with the floor space. With an outsourcer, this can translate into additional workstations/agents and thus additional revenue. Using annual revenue “norms” per agent, a company/outsourcer can generate significant incremental revenue that quickly offsets the cost of the furniture.
A Return on Investment can also be justified through our Lifetime Warranty coupled with our ability to change/replace panel inserts without having to disassemble/disturb the integrity of the furniture system. For example, a customer could, ten years after their installation, purchase new panels inserts and completely upgrade their facility for a fraction of the cost of purchasing new furniture. Finally, a customer should carefully consider ergonomics when purchasing furniture. A Return on Investment can be easily justified through a reduction in ergonomic injuries and/or reduced employee turnover resulting from the use of comfortable, ergonomically correct workstations.
What is the business outlook for Interior Concepts in 2010?
Based on our call center focus, we anticipate a good year during 2010. We sell nationally as well as in the CALA (Caribbean and Latin America) Region. Due to our economy and high unemployment and state, federal and local tax incentives, many call centers are choosing to remain in the U.S. Because of our added value we compete very effectively for that business. We are also becoming more prominent/active in the CALA Region. With their goal of providing better customer service, many companies are finding these near shore locations very desirable. Finally, we working hard to develop partnerships with a number of call center/telemarketing associations and we are seeing the results of these very important relationships.