TMCnews Featured Article

In the area of call centers, much has been in the headlines lately about new software applications to improve services and the trend in this field of moving more and more toward offshore or even homeshore agents. Though technology is making it possible to operate a contact center without the need for large facilities to house multiple agents, these facilities are still necessary and in demand. The most important aspect of these contact center facilities is the labor force.

 

Gone are the days of tiny work areas and a ‘one size fits all’ mentality as employers understand the importance of ergonomics in the workplace. Recent studies have proven that repetitive motion injuries and the associated costs have a direct correlation with absenteeism and productivity.

 

But it takes more than just providing call center agents with more space. Heavy-duty chairs with multiple adjustments; adjustable keyboards and keyboard trays; adjustable monitor arms; workstations with adjustable height work surfaces; paper management systems; foot rests and wrist rests are all important call center furniture accessories that can contribute to good working health for contact center agents as they are able to customize their area. Initial capital investments in such accessories can be high, but the investment in call center furniture is critical given the higher cost associated with loss of productivity and long-term staffing and operating expenditures.

 

Attention should be placed beyond the agent’s immediate environment as well. Providing break rooms, secure locations for agents to store their belongings, proper lighting, inviting colors and graphic designs and space-efficient traffic patterns all contribute to a healthy facility. By paying attention to the level of comfort provided by the entire facility, employers can improve job satisfaction for agents, reducing attrition and costs associated with replacing lost employees.

 

It is important for organizations to think beyond the big picture when designing a call center. As this division can account for approximately two thirds of an organization’s operating expenses, cost savings usually garner much attention. However, attempting to cut costs on the front side by providing sub-standard equipment or ‘cold’ cubicles and break areas can have an adverse effect on the productivity and staff levels of the call center.

 

In an effort to keep costs down while designing an ergonomically friendly contact center, employers can benefit from one-stop shopping manufacturers. The best option is one that provides not only the necessary call center furniture, but also the accessories to accomplish the user friendly environment. These companies can usually make recommendations of the types of products that should be used and many offer volume discounts.

 

In an area where the employees are the first and sometimes only contact with the customer, it is critical for organizations to recognize the importance of the user friendly environment. These organizations stand to realize cost savings over the long term and can provide their own customers with better service when their agents are healthy and happy.

 

Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.