Module 1: The Contact Center Model
Module 2: Strategy
Module 3: Processes
Module 4: Technology
Module 5: Human Resources
Module 6: Facilities
 

Figure 1  - Prosci's Contact Center Model
 

Call Center Facilities Element

General layout

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

• Flexible designs

  • Equipment and furniture should be mobile, modular, easy to assemble and height adjustable where possible.  Call center requirements change!

• Open work spaces and a collaborative environment

  • Cube-farms are not the thing for call centers! Use workstation designs with sound-resistant low walls to enhance team communications.

• Clear lines of sight on the floor so that supervisors have a clear view of their teams

• Ample storage space for personal items

• Color schemes and plants to break up large open plan areas

Components of a contact center

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 designated for each 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.  

Reception area

The reception area is important, especially if customers (or potential customers) will be visiting your center. What message do you want to deliver? How much security is required in this area?

Common areas

CSR breaks are short and rigidly-structured to ensure performance targets are met. Therefore, comfortable and accessible break rooms, ample kitchen facilities (e.g., are there enough drink machines?) and adequate rest rooms that are strategically located will impact good schedule adherence. When designing, consider the following components:

• Team areas that display team performance and competition results

  • How much space is required? How visible do you want individual and team results to be? Build in display boards.

• Kitchens

  • Are there enough microwaves for use during peak break times? You don't want people waiting for a machine to become available.

• Training rooms

  • Ample power supplies and mobile equipment.

  • Walls designed to accommodate flipcharts and whiteboards.

  • Flexible room configurations so that large rooms can be divided for use with smaller groups.

• Restrooms

  • Located close to the work area; CSRs should not have to go far to use the rest room.

• Technology equipment rooms (computer rooms, switch rooms)

  • Rooms should be designed with ample space, raised floors, special fire prevention/extinguishing systems, temperature and humidity controls.

Some call centers have “quiet rooms” and even bring in massage therapists to help relax CSRs. Other centers have exercise areas that are located on the premises. Including the following in your contact center will add great value to your CSRs:

• quiet rooms and break rooms

• exercise room

• child care facilities

• quality monitoring and performance feedback suites

• deli, snack shop or other independent kiosk

Ergonomics

Ergonomics make a huge difference in reducing disability claims and making the workspace comfortable for CSRs.

Consider the following:

• natural lighting and task lighting to reduce glare

• adjustable chairs, desks, and monitors

• ergonomic keyboards and headsets

• noise reduction