Call Center Design for 100+ Agent Seats by Laura Sikorski – lsikorski@earthlink.net

Your call center must be a place that attracts staff, accommodates growth, encourages change, utilizes the furniture and equipment for maximum efficiency and most importantly assures the safety and welfare of allemployees. The agent work area must be the core of the design process. Staff interviews must be done. The results will give all concerned a better understanding of the center’s structure, office standards, office operations, departmental adjacencies, flow of work/paper and responsibilities/tasks. The support area requirements of the call center greatly determine traffic patterns and influence design. Key support areas:

Training room(s)

Traininglab(s)

Project room(s)

Reference library

Employee facilities

Time clock area(s) Two areas I would like to expand upon are training and employee facilities. To identifytraining needs, keep in mind the maximum number of personnel that would be training at one time. The training area should be designed to be self contained – small kitchen, bathroom facilities and a soft seating lounge. It should have the latest in audio/visual equipment and a fully functional workstation. Employee facilities includes lounge seating/quiet area, eating area, cafeteria, vending machines, full service kitchen, recreation room (TV’s, exercise equipment), communications area (phones, PCs), locker room, bathrooms, showers, counseling rooms, bulletin board/notices area and sick room. Over the years, I have identified common problems and helpful hints when designing a call center.

LAYOUT

Common Problems Helpful Hints

Insufficient training, lounge and conference space 150 square feet per agent for new construction

Uncoordinated color schemes 35-45 square feet per agent on workfloor

No Reference Library Always interview the staff

Wrong traffic patterns – lounge, bathroom facilities, time clocks, personnel area, storage area

Agent workfloor must be the center of the design

Insufficient call condition displays Do not locate diffusers over any worksurfaces

ACOUSTICS

Common Problems Helpful Hints

Furniture panels too high Install white noise

Painted walls Ceiling height minimum – 9 feet

Solid plastic light fixture covers Ceiling tile Noise Reduction Coefficient – .9 for open plan / .5 for closed offices

Lack of plants

Pictures with glass

CLIMATE

Common Problems Helpful Hints

No regard for SBS (Sick Building Syndrome) Temperature 70-72 degrees Fahrenheit

Dirty air filters Keep HVAC systems on Nights and weekends

Oil based paint Use outside air from the roof not the bottom of the airshaft

Closing air vents Each PC is equivalent to 1.5 bodies

LIGHTING

Common Problems Helpful Hints

Glare 35 foot candles

Solid plastic light fixture covers Indirect light fixtures

Light switch control panel does not have alternate fixture and bulb controls

Clean monitor screens regularly

Do not use the ceiling to deflect light Teach staff how to use monitor controls

FURNITURE

Common Problems Helpful Hints

Too trendy and poorly organized Should last 10 years

Cannot accommodate disaster recovery Use standard components

Staff never asked for feedback Forget the gadgets

Too personalized Insist on manufacturer mock-up

Staff not taught how to use Use wrist an foot rests

Designing a call center is not an easy task. It requires extensive planning, re-planning and more planning. You must constantly play “devil’s advocate” during the entire project, and have a plan for the “horrible” what if’s . . .