Internal layout is important

All call centre specialists are well aware that the principal cost of a call centre is the staff. Commonly staff can be around 65% of all costs. Because of this high percentage, it is easy to fall into the trap of thinking that other things, like the physical set up, are not important.

In fact, the physical set up is super important. It must get close attention from management because:

• It adds to the general feeling of welfare in the workplace
• It helps to retain people, and
• There are health and safety issues.

When a business goes shopping for call centre furniture, there is a vast array of options to consider.

Apparently countless vendors put forward high quality designs for technology-intensive environments. There are standard and custom consoles, workstations and there are enclosures combined with technical control products to provide the most efficient and scalable data centre solutions.

In reality, call centres are unlike other business offices. Their pace is faster and more stressful. They require a complex mix of high tech computer and telephone systems. Call centres serve customers differently and are very often organised into specific client response teams. And, of course, over the last 10 – 15 years call centres in Australia have been growing and changing faster than other office environments.

Where non call centre people have control of purchasing decisions regarding physical set up, there are real dangers.

Too often companies treat the process of furnishing a call centre like furnishing any other corporate office. This happens frequently when the call centre is part of a corporation with an office standards program, and the corporation tries to force-feed the call centre with furniture that's great for corporate offices, but not for call centres.

It also occurs in start-up operations that are building their first call centre facility, or existing facilities that believe upgrading their facility's furniture means just adding more of the same.

There are now numerous experienced call centre people who know that the design of a call centre has a significant impact on productivity. It may seem difficult for the uninitiated to believe, but call centre furniture and layout affect how well people communicate internally, and how well they respond to customers.

Furniture is also important because it helps call centres attract and retain employees by creating a workplace environment that is attractive, safe and comfortable.

The call centre work environment also has an impact on human resource costs. Call centre employees sit for long periods, enter data for hours, stare at screens for long periods and work in a noisy, sometimes stressful environment.

In the marketplace today there are many interior designers, architects and engineers who have concentrated on call centres. Specialist help is available. There is no excuse for getting it wrong.

Independent firms can be contracted as specialist consultants for the total design and fit out job. In many cases, the role of the outside consulting firm is to act as an adviser to an internal project manager or property manager who does not have experience in call centres.

These consultants are often people who have been previously employed in the call centre industry. They come with the strength of practical experience. Typically, these independents or firms will not carry any significant risk nor will they have any specific design or construction skills. Their very real value add, is to bring to the table hands-on experience of what works and does not function effectively in other work places.

Ergonomic furniture that addresses call centre issues can help reduce the cost of worker's compensation claims, absenteeism and turnover. Selecting furniture that enhances productivity requires looking at the specific needs of the call centre.  It is only with careful attention to detail that it is possible to create a work environment that addresses the needs of operators and the productivity needs of the business.