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When it comes time to design a call center, it is important to remember that there is more that goes into the layout plan than just furniture choices that are comfortable and adjustable. Looking at the floor plan as a whole, planning for future possibilities and utilizing space  is essential to creating a layout and design plan that works best for each call center.

 

Various factors fall into place, outside of the actual furniture to be used, that are critical in creating an optimal layout. Safety, space and equipment are just some of these elements.

 

Keeping the importance of this in mind, TMCnet asked Interior Concepts to provide a list of items to consider  during the design and set-up process. Below is a checklist with questions to guide you in your planning.

__ 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 the 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, noise control and the height of the panels?

 

__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?

__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?

 

__How many agents are needed now? Does this figure account for future growth?

__Is the furniture reconfigurable should it be needed?

 

__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?

 

__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?

 

__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?

 

 

Based on the focus and needs of individual call centers, the above checklist can be used as a guide for setting up a call center that is functional, comfortable and adaptable.

 

Interior Concepts addresses the individual needs of call centers by building products that fit their needs.

 

For more information, please visit: www.interiorconcepts.com