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When outfitting a call center, the unfortunate truth is that floor space can quickly become the only factor taken into account. However, the heart of the call center is your agents and taking their comfort into account may not always result in total use of space, but can improve the overall perception of the job and reduce turnover.

Call center furniture provider Interior Concepts offers a number of consultative services that aim to maximize space usage for your call center. The company suggests that when starting a new operation you ask some questions about what you need to get the best results.

For example, pinpointing the space needs of your agents gives you the ability to determine the kind of desks they need. Obviously if agents will be handling order paper work on top of answering phone calls they’re going to need more room to write and organize than they would if you’re using an electronic billing platform. Considering space for training will also let you maximize space before the ordering phase, so you won’t be at a loss for room once the final plan has been set.

Layout and flow questions about aisle size and traffic are also important considerations. If a dead end requires an agent to make an additional 30 second walk to and from the bathroom, it may not seem like a huge deal, but add that 30 seconds to every break for 200 agents and over an extended period of time you’re losing hours of productivity.

Since the folks at Interior Concepts know a great deal about ergonomically designed furniture, it’s not surprising that they ask managers to take their agents comfort into consideration as they look to produce a new work environment. Ergonomically designed furniture prolongs the time an agent can focus on their work and reduces the risks of the muscular strains that can sometime arise from sitting for too long.

Making your call center work right the first time will remove the need to redesign as you expand. Consultation and design advice may be the right way to go for those who are new to the space. Regardless, the checklist provided by Interior Concepts below should get you on the right track.

Checklist: Questions to Consider When Designing the Set-Up of your Call Center Layout/Flow

• Do you have a floor plan, or do you have an AutoCAD plan of your space?
• Do the aisle widths between workstations comply with OSHA and city codes?  
• Is there a good flow to bathrooms and rest areas?
• Are the supervisors properly positioned and do you have your desired supervisor to agent ratio?
• Do the agents need to see the supervisor? If so, what is the balance between supervisor privacy and noise control and the height of the panels? 

Agent Workstation Size & Accessories

• What tasks are the agents performing; do they need a lot of workspace?
• What is the type of business being performed? Typically an outbound center has smaller stations and an inbound center has larger stations.
• Is overhead shelving or pedestals needed for storage?
• Is a paper management system needed?

Electrical Information

• Does the space have outlets to utilize?
• Will you drop the power in from the ceiling or will it come up from the floor?
• What kind of equipment will be at the desk?
• How many outlets does each agent need and what kind of power is required in the agent station runs?

Space Maximization

• How many agents are needed now? Does this figure account for future growth?
• Is the furniture reconfigurable should it be needed?

Other Call Center Areas

• Is a training room needed? If so, would you prefer tables or workstations?
• If a reception station is needed is a straight level or bi-level counter important?
• Do the administrative offices need to be reconfigured?
• Does your center have the needed amount of copy/print centers?
• Have you planned for huddle or conference rooms?
• Do the break rooms accommodate current needs?

Ergonomics

• Have you considered seating? A multi-adjustable chair is a key ergonomic feature.
• Do your workstations include adjustable keyboards to help prevent repetitive motion injuries?
• Does each station have a footrest to help promote movement and circulation?
• Are monitors adjustable to accommodate different viewing angles?
• How will you educate your employees on how to properly use/adjust the ergonomic equipment?

Furniture Lifecycle Costs

• Does your current furniture offer a Lifetime Warranty? If not be sure to consider this in your purchasing decisions.
• Are the individual panels in the workstations replaceable?
• Do you have solid, durable furniture that can withstand the demands of a call center?
• Are the connectors that connect panel walls together steel vs. plastic?

Chris DiMarco is a Managing Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page. Follow him on Twitter (News - Alert) @cpdimarco.

Edited by Stefanie Mosca