Running a 24 x7 center would mean a goal of utilizing seats at 100%. This would mean that agents from different programs are able to share the same seat and is used every minute of the day. You’re lucky if you get those seats occupied by the same program.
If this is the case, then making the workstation cater to the basic functions of the program is what is best.
The Basics
An agent sits for a long time facing a computer. Your chair has to be comfortable enough for them to stay longer as expected with minimal or no strain. Make sure you have something that can be flexible so that they can modify the height and back support.
The desk should be spacious enough for them to place their documents, folders, and even their manuals if needed plus a single monitor and computer peripherals. The cubicle has to have padded walls so supervisors or agents themselves can post cheat sheets. Also remember that people need their privacy to work independently with minimal noise.
Pretty much we expect the basics but one difference would be when you service your customers with technical support. The desk space is expected to be bigger for an agent to place the equipment beside them during troubleshooting.
The bottom line is when you plan what furniture to acquire, blend it with functionality with the agent in mind and a cool design to fit your office theme.
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A call center is bridge between company and the customer, where customer can contact to company for relevant query they have.It also provide a diversity of services to companies such as order entry, customer service, and technical support to customers. Since call centers are generally high pressure, high density, high tech environments, they require the comprehensive understanding of many factors to achieve successful design solutions where furniture kept is own importance as it helps to giving comfort to agents . Office Furniture must take into account the ergonomic, lighting, electrical, telecommunications, and acoustical issues in creating a quality call center for a staff often working in on-going shifts 24/7.
Vital to the function of a successful call center is the ability to accommodate its leading edge technology. Corporations spend a great deal of their budget on the most effective hardware and equipment, so it become essential that power, data and phone cables all be easily accommodated and accessible in the call center furniture.
Posted by: Kamal Kumar | June 14, 2008 10:35 PM | Permalink to Comment