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Call Center Model Tutorial Series

The first step toward delivering world-class customer service in today’s environment is to separate the different components that contribute to a successful call center. Module 1 introduced the Contact Center Model, which breaks the call center into its five key components – Strategy, Processes, Technology, Human Resources and Facilities.

Modules 2-8 will examine each of these components separately. The final module, Module 8, will address the project planning and change management needed to make the most of your contact centers. Each component comes from Centerserve's Planning and Design eToolkit. The Call Center Model acts as a basis for ensuring cost effective, strategically aligned, world-class customer service.  Click here to reexamine Module 1, Module 2,  Module 3, Module 4, Module 5 and Module 6.

Develop or Redesign an Ideal Call Center Facility

You will need to consider many factors when choosing the site for your contact center, so it is crucial to start planning well in advance. You’ll also need to get key decision-makers involved from across your organization.

If you are using existing building space, you should still review the site selection considerations to ensure that the existing building space meets the needs of the call center or that appropriate steps have been taken to address any gaps that are created by using existing space.

Tips for choosing a site

Choose a site with: Higher than average unemployment An available educated workforce A few, but not too many, other contact centers Benefits: With a higher unemployment rate, your turnover will be lower. Training costs with be lower if your CSRs are already computer literate and have good communication skills. You want to have experienced CSRs and call center managers to choose from, but want to be seen as the contact center employer of choice.

Country or region

Carefully consider the characteristics of the workforce in the areas under consideration. Start big, at the country or regional level, and then narrow your search. Customer service representatives are your organization’s voice to your customers. Staffing your contact center and training your CSRs is expensive. Look closely at the quality of the workforce in the area(s) you are considering. Answer these questions when contemplating the country or region for your call center:

You may require a pool of part-time CSRs for peak times or off hours. Suburbs with at-home parents or college towns can offer such resources. Increasingly, call centers are developing special programs for senior citizens as part time CSRs.

For more information on site selection, including considerations for building specifics see Centerserve's  Planning and Design eToolkit.

The layout of a call center’s work area is crucial for productivity. Plan for the following:

One workspace configuration possibility:

The components of a contact center can be divided into three categories:
 

For the purposes of this tutorial, we will only discuss the third component: individual workspace for the CSR. However, the first two components are equally as important. For more information see Centerserve's Planning and Design eToolkit.

CSR workspace

Industry standards for workspace vary, both internationally and by region, and range from 50 – 100 sq. ft. per CSR, not including common space areas. The workspace you have per person will depend on the nature of your organization:

How much paper is required? How much equipment is on each desk? How much “common space” is in your contact center? Will CSRs share the same workspace (i.e.based on shifts, will two individuals share the same desk)?

Consider hiring an architectural firm that has expertise in call center design. They will help you optimize the space.  

You will need to coordinate timelines and a variety of dependencies to get the site ready for occupancy. This includes getting the site built, utilities installed, furniture delivered and all the technology up and running.

This task can be overwhelming, so the first order of business is to find a good Project Manager. This person (either an internal resource or an external contractor) will be responsible for coordination with the building contractor and vendors. The responsibility of the Project Manager is to ensure that you meet your “go live” date.

• Furniture: use ergonomic, flexible furniture that can grow with your organization
• Support rooms: there are a few key rooms that are required to support the team (e.g., training rooms, break rooms, catering/dining facilities, bathrooms)
• Internal signage: most contact centers display safety, customer focus, and marketing signage in their facilities
• Parking: make sure there is enough for all employees
• Security: develop security procedures for your center

More on security and safety at your call center: Security and safety procedures are likely to include having a security guard in place, as well as procedures for building access to employees (badges), visitors, and vendors. For more on planning and safety see Centerserve's tutorial "Plan for the Unexpected".

There are many dependencies in getting your site ready for your equipment. Before you can install the major on-premise technology elements (e.g., ACD, IVR), your communication room must be ready. The “Comm Room” will hold your hardware and servers, as well as the demarcation points for data and phone lines terminating in your building. The room may also include the data center (containing information systems equipment) or may be immediately adjacent to it in order to facilitate greater security and interconnection requirements. Ensure that all environmental requirements are met (e.g., HVAC, floor loading, racks, cabling).

Other components that may be required:
 

If your call center is on several floors, you will need multi-floor riser cables for your phone and data lines. If you are using wireless phones or LANs, you may need wireless base stations (for voice or data).

Many organizations employ internal resources to install voice and data equipment while others use the product vendor or third party vendors.

Important Tip:
You will require approvals from a variety of governmental agencies prior to moving into your new facility (e.g., fire department, building codes, health and safety permits). This is usually managed by the General Contractor and can delay occupation of a finished facility. Make sure that preparations are made in advance to ensure a speedy approval process.

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Related Resources

Call Center Measurement eToolkit - Centerserve's Call Center Measurement eToolkit is an indispensable tool that will teach you how to assess and improve the performance of your call center. By providing common definitions of terms and a complete overview of performance measures for contact centers, the eToolkit will promote your understanding of the functions and procedures that will enhance your call center performance and boost its efficiency.

Call Center Planning and Design eToolkit - A comprehensive guide to call center strategy, planning and design; an excellent resource for new contact center start-ups, existing call center improvement and future planning with detailed templates and planning roadmaps.

Other Call Center Management Resources

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Coming up this week - Module 8:
Project and Change Management in your call center

2010 Benchmarks in Call Center Operations now available! Click here to learn more.