SUBSCRIBE TO TMCnet
TMCnet - World's Largest Communications and Technology Community

CHANNEL BY TOPICS


QUICK LINKS




Call Center Training Rooms Flourish When Properly Furnished

TMCnews Featured Article


March 14, 2008

Call Center Training Rooms Flourish When Properly Furnished

By Susan J. Campbell, TMCnet Contributing Editor


Classroom-based training does not always bring to mind warm and fuzzy memories of sitting in a classroom listening to an instructor drone on about a topic that may or may not have any interest to us. And, while this type of setting is often used in the call center training environment, the impact on the audience can be less that intriguing, to say the least.


Sure, the newly hired agents may be anxious and excited about starting a new job, but that enthusiasm will likely wane if made to sit in an uncomfortable setting for an 8-hour period to listen to someone drone on and on about the tasks involved with the job. To avoid falling into this rut, there are steps that the call center can take.

One of the best things that the call center can do to make the training process more productive is to ensure that the training agents are comfortable in their environment. Not that the optimal setting is too comfortable to stay alert, instead it is ergonomically sound to promote more productive interaction.
 
Consider a learning environment where instructors have the option of placing monitoring on the work surface or below it. Training rooms that are conducive to high productivity allow for maximum eye contact and encourage interaction between the instructor and the students and the students with each other.

Ideal call center training rooms also accommodate the increased demand for technology, yet observe the necessity of keeping cords and cables tucked safely away. Effective systems will maximize capacity, while minimizing its interference with activities in the room.

Agents should also be provided with chairs and work surfaces that are conducive to productive activity, but yet are also as close as possible to the actual stations they will be using while on the job. Chairs should be ergonomically designed to be comfortable for long periods of time, but also to keep the agent alert and at the ready to handle the tasks of the day.

It is important that the work surface is clean and at a height that is ergonomically sound. This will ensure that the agent is able to work comfortably for long periods of time, while also promoting productivity as he or she won’t have to spend valuable time making adjustments to find the most comfortable position.

It is easy to overlook the importance of the furniture on the call center training area as this tends to be a cost-based function of the call center. It is understandable that management would prefer to keep costs under control as much as possible and this is an easy area from which to make cuts.

Such cuts can have a significant impact on the effectiveness of the training, which can greatly negate the efforts put forth in training in the first place. To ensure that training processes are effective and productive, ensure that new agents and instructors alike are provided with an environment in which they can flourish.
 
 
 
For more, check out the Call Center Furniture channel on TMCnet.
 
 
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
 
 







Technology Marketing Corporation

2 Trap Falls Road Suite 106, Shelton, CT 06484 USA
Ph: +1-203-852-6800, 800-243-6002

General comments: [email protected].
Comments about this site: [email protected].

STAY CURRENT YOUR WAY

© 2024 Technology Marketing Corporation. All rights reserved | Privacy Policy