1. What are the latest trends and design innovations for call centers?
From our vantage point, one positive trend is that the “off shoring” of centers seems to have slowed. Also, our customers are again putting in larger centers as opposed to smaller regional centers – we have a number of centers currently in process with agent stations numbering well into the hundreds – several in the 500 + range. There has also been an obvious shift to more inbound centers – these centers typically have larger stations and companies tend to invest more in the furniture/surroundings.
From a furniture perspective, another key trend is that call centers are investing more in accessories – particularly in ergonomic accessories. There is more of a tendency by the customer to view their employees as their very best asset – and to invest in them accordingly.
2. What are some of Interior Concepts’ latest design and product introductions?
In some of our markets there is a need for mobile furniture. However, most customers invest in the mobility and then immediately cable and/or tie the furniture together electrically – thus then making the furniture totally immobile. We are developing stand-alone, mobile workstations that operate from a self-contained battery supply. If the customer is operating in a wireless environment, these stations can then become totally mobile. The computers/laptops will plug in to outlets on the work surface that also include a “power gage” for displaying remaining battery life. The battery is truly “state of the art” and has an excellent short term as well as a permanent battery life. This product has excellent training room, call floor and administrative/support implications.
Other introductions include continuous design improvements in the area of ergonomic products such as keyboards. These products are important from a comfort and health standpoint.
3. When a company is in the process of selecting furniture for their center, what criteria should they use in choosing a vendor?
In general terms the customer should choose a vendor (1) that manufactures furniture specifically designed for call centers and (2) that has verifiable experience in selling to and servicing call centers. Said differently, the customer should look for a company that specializes in call centers. As a part of the above decision criteria the customer should select a company that can provide to them the “very best utilization” of their floor space. Wasted space in a sense is space that can never be reclaimed. If a customer “could have gotten” more agents into the floor space (but didn’t), and as a result “could have generated more revenue” (but didn’t), then that lost revenue can never be reclaimed. It becomes a dollar and cents/profitability issue.
When a customer is working with potential furniture vendors, the space planning process is vitally important. If the vendor specializes in call centers their “expertise” and “insight” will become very apparent during the space planning process and the customer will benefit from this insight/knowledge. Said in a different way yet, the customer should buy furniture “developed for call centers” – not furniture that “might also work” in a call center. There is a difference.
4. What are some of biggest obstacles Interior Concepts encounters in implementing the right work stations for your clients?
The “right” workstation in our view is one that is comfortable, ergonomically correct and designed for the tasks being performed. This includes such things as the size of the station, height of panels and the furniture accessories being purchased. Budget is always an important consideration for the customer. Our challenge as Interior Concepts is to accurately present to the customer the ROI and cost-savings that result from purchasing our furniture. For example, with our one-inch panel system and custom approach, we can provide to the customer “more stations” and/or larger stations/increased aisle space – in short, a furniture solution that is custom designed for the customer’s floor space. Each of these elements can impact and enhance profitability for the customer.
With regard to ergonomics, we feel that proper ergonomic accessories, combined with proper training, can result in significant savings for the customer through reduced worker’s comp premiums. It’s almost the “you can pay now” or “you can pay later” cliché. Again, our challenge is to professionally address these areas with the customer. We are always mindful that, while the initial building/furniture/technology investment can be sizeable for the customer, it is a fraction of the annual labor or employee expenses that they incur – thus the “people investment”, i.e., investments in the stations/equipment to make the employees comfortable/productive is a good investment with an excellent return.
5. Can you cite some measurable results from working with your clients in implementing your workstations? What elements go into an ROI for purchase of your stations?
The elements that go into an ROI for purchase of our furniture include the following:
Our ability to provide a greater number of stations in the floor space than our competitors – this is due to our one-inch panel system and our custom manufacturing approach. This translates into higher revenue for the customer.
Our ability to provide the most cost effective utilization of the customer’s very valuable floor space.
The ability of the customer to purchase/build/lease “less floor space” if desired to accommodate the required number of agents. In particularly more expensive real estate areas this can result in a significant cost savings.
The fact that cabling with our “chase wire management system” takes less time and is less costly compared to more traditional systems furniture products. Cabling estimates with our system range up to 40% less when compared to panel systems with base electrical systems and/or restricted wiring raceways.
Our Lifetime Warranty.
6. There have been many comments about how a well-designed agent work station can motivate and improve the effectiveness of the agent. Has there been any documented evidence of such improvements?
The best documented evidence is data that is in control of the customer. The best evidence of a good working environment (including the design of the furniture) is employee turnover (or lack thereof) and a low incidence of worker’s comp claims. Both of these areas can have a significant impact on profitability – the latter in reduced worker’s comp premiums. Another key factor is to design the workstation for the “tasks at hand”. If the furniture is designed for the “work being performed” this contributes to the efficiency/effectiveness of the agent.
7. Are there any compliance issues that the user needs to be aware of?
The compliance issues tend to relate more to state & local building codes – these include such things as egress, minimum aisle dimensions, ADA requirements, etc. Typically the call center is undergoing a building or renovation program so these compliance issues are addressed/coordinated by the architect/builder as a part of the building program. As Interior Concepts sells nationally we are also knowledgeable of code requirements and contribute to this process. We also routinely work with architects in providing/exchanging electronic floor plans – this also ensures that all dimensional issues are being carefully addressed.
The short answer is – yes, there are compliance issues that the user needs to be aware but there are “filters” or “safety nets” in place to ensure that the necessary compliance takes place.
8. Can you comment on future directions for Interior Concepts?
We continue to invest heavily in the use of technology. This includes not only plant equipment but also information technology – specifically the use of CRM (Customer Relationship Management) software. Many companies successfully use CRM for more standard, commodity type products. However, for a custom manufacturer, we are truly state of the art with how we use information technology. From the point of an initial quotation through the installation/servicing of an account, literally “any and everything” pertaining to an order is electronically filed. Said differently, with the click of a button or two, I can pull up the entire history of an order.
All of this translates into better products and services for the customer. We already have one of the shortest lead-times in the industry – we only plan to get better. We will continue to specialize in call centers. Any company can go to China and purchase standard furniture products – they can’t go to China and purchase a custom designed call center and have it installed within a three to four week time period.