Ergonomics Equal Efficiency in Call Center Furniture

Ergonomics Equal Efficiency in Call Center Furniture

By Chris DiMarco, TMCnet Web Editor

When it comes to call center furniture there’s one piece that agents have more contact with than anything else, their chairs. Because the average call center agent sits for the majority of their shift, it’s important for those outfitting the workspace to take their comfort into account. That brings up the ever important furniture characteristic of ergonomics.

By addressing ergonomics in the initial setup of a call center managers stand to eliminate a number of health and efficiency concerns. Jennifer Way of Interior Concepts said in an article for TMC (News - Alert) “An ergonomic call center can help reduce loss of productivity due to injury, and create a better working environment, simply by providing ergonomic tools in the workstations. Along with an adjustable height monitor and keyboard, a complete ergonomic package also includes an adjustable chair, task light, and footrest, as well as training on how to properly adjust the equipment.”

The thought is that the more comfortable an agent sitting for long periods of time at a workstation is, the less often they will need to readjust themselves. This of course translates to more time concentrating on proper customer service.

Ergonomic chairs provide a number of benefits to the call center agent using them and when adjustable have the benefit of fitting just about anyone they will need to.

According to a white paper from Interior Concepts, “Previous thought on proper ergonomic positioning was that a static sitting position with the body in 90 degree angles was best. New studies show that any fixed position will increase muscle fatigue, and that one key component of proper ergonomics is movement.”

Another way to encourage comfort among a call center staff is to remind them to practice healthy stretching periodically throughout the day. This can be accomplished by adjusting a chair or backrest, stretching fingers, hands, arms, and torso, looking away from the monitor, standing up to walk around for a few minutes, and switching between a sitting and standing position.

These little adjustments to a routine that can at times be sedintary can make for a happier healthier workforce prepared to serve your customers.

Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.


Edited by Chris DiMarco

Interior Concepts Shows the Benefits of Ergonomic Furniture to the Outbound Call Centers of the ACA

March 31, 2011
Interior Concepts Shows the Benefits of Ergonomic Furniture to the Outbound Call Centers of the ACA

By Chris DiMarco, TMCnet Web Editor

Interior Concepts offers call center furnishing options for tons of different contact center operation styles. From Inbound to outbound and from warehouse sized operation to startups—there really are many call center types that the workstations of interior concepts haven’t been utilized in. Last week, Interior Concepts headed out to the Association of Credit and Collection Professionals conference where it showcased its workspace solutions. Considering that many, if not all collection and credit businesses have outbound call faculties associated with them, the show was the perfect place for Interior Concepts expertise in the field.

The ACA forum show took place in Scottsdale, Ariz. and while there, visitors to the Interior Concepts booth received practical advice on how to improve the workflow and comfort of their agents to optimize performance. The ACA spring forum sessions covers the latest industry hot topics, while providing basic to mid-level training for up-and-coming owners and managers. This includes those managing communications strategies in collection and credit fulfillment.

As we’ve discussed in this space many times before, the comfort of CSRs is of the utmost importance in the call center. Musculoskeletal injuries associated with improper posture can cost call center operators significant sums in lost time and workers’ compensation. Jennifer Way of Interior Concepts says, “There are many studies that state one case of carpal tunnel syndrome can cost an employer up to $35,000 per claim, so although the initial investment for these accessories may seem sizable, it will pay off in the long run.”

Insuring comfortable surroundings, allows agents to worker for long periods, reduces fatigue and keeps them focused on the task at hand. Since the credit and collection industry is rife with outbound call center operations, interior concepts presence at this year’s show is not surprising.

For more information on the ACA’s spring forum and the topics addressed, you can visit the show site: here.

Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.

Edited by Janice McDuffee