Call Center Design for 100+ Agent Seats by Laura Sikorski – firstname.lastname@example.orgYour call center must be a place that attracts staff, accommodates growth, encourages change, utilizes the furniture andequipment 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 allconcerned a better understanding of the center’s structure, office standards, office operations, departmentaladjacencies, 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 themaximum number of personnel that would be training at one time. The training area should be designed to be selfcontained – small kitchen, bathroom facilities and a soft seating lounge. It should have the latest in audio/visualequipment 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 HintsInsufficient training, lounge and conference space 150 square feet per agent for new constructionUncoordinated color schemes 35-45 square feet per agent on workfloorNo Reference Library Always interview the staffWrong traffic patterns – lounge, bathroom Agent workfloor must be the center of the designfacilities, time clocks, personnel area, storage areaInsufficient call condition displays Do not locate diffusers over any worksurfaces ACOUSTICS Common Problems Helpful HintsFurniture panels too high Install white noisePainted walls Ceiling height minimum – 9 feetSolid plastic light fixture covers Ceiling tile Noise Reduction Coefficient – .9 for open plan / .5 for closed officesLack of plantsPictures with glass CLIMATE
Common Problems Helpful HintsNo regard for SBS (Sick Building Syndrome) Temperature 70-72 degrees FahrenheitDirty air filters Keep HVAC systems on Nights and weekendsOil based paint Use outside air from the roof not the bottom of the airshaftClosing air vents Each PC is equivalent to 1.5 bodies LIGHTING Common Problems Helpful HintsGlare 35 foot candlesSolid plastic light fixture covers Indirect light fixturesLight switch control panel does not have alternate Clean monitor screens regularlyfixture and bulb controlsDo not use the ceiling to deflect light Teach staff how to use monitor controls FURNITURE Common Problems Helpful HintsToo trendy and poorly organized Should last 10 yearsCannot accommodate disaster recovery Use standard componentsStaff never asked for feedback Forget the gadgetsToo personalized Insist on manufacturer mock-upStaff not taught how to use Use wrist an foot restsDesigning a call center is not an easy task. It requires extensive planning, re-planning and more planning. You mustconstantly play “devil’s advocate” during the entire project, and have a plan for the “horrible” what if’s . . .