Save Money When Choosing Call Center Furniture

February 24, 2011
Save Money When Choosing Call Center Furniture

By Chris DiMarco, TMCnet Web Editor

Choosing effective call center furniture does not at seem to be anything that the average call center manager can’t handle. You follow a generally floor plan and make sure there are enough seats, cubes and space for the workforce being served. Easy right? Maybe not, an approach like this can easily end in a blown budget and possible issues down the road. In order to get the best bang for your budget it’s important to take a few things into consideration.

The first item which may not seem all too obvious at the get go is scheduling. Call centers are typically on very tight schedules. The time frame between when they need to be staffed and start offering service often falls only a few days after their complete furnishing. This means it’s important to take into account the delays that could arise from ordering furniture overseas, or waiting for replacement parts. If you over shoot the time you should be building and cut into time that you should be utilizing your beautifully furnished call center space, then you’re not going to end up in the black at the end of the year.

According to Interior concepts, “If you are purchasing furniture manufactured overseas consider the fact that if delayed in customs that it could potentially jeopardize the opening of the site or the start date of working with a client. Similarly, if the furniture is manufactured overseas consider the cost, ease, and speed of finding and installing replacement parts and how that will impact future maintenance costs.”

Keeping an eye on your total project cost is always important. Per station prices may not always give an accurate account of the price that you will end up paying. Since building code requirements and installation fees can pile up quickly and in unplanned scenarios, total cost is going to be your best barometer. Ignoring this when planning by workstation count can result in an unpleasantly surprising final bill.

Warranty is also another important aspect to watch out for. Although items with superior warranties can cost a little bit more they offer your call center space lasting appeal that can keep the items serviceable and looking new for years to come.

Don’t cut corners when you’re outfitting your call center. Keep these cost saving tips in mind and you’ll keep your staff and your budget comfortable.

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 Chris DiMarco

What to Consider to Maximize Call Center Furnishings Efficiency

What to Consider to Maximize Call Center Furnishings Efficiency

By David Sims, TMCnet Contributing Editor

You probably don’t think much about designing or updating your call center. You should. A recent good white paper from Interior Concepts, excerpted below, offers many practical suggestions of what needs to be considered during such an effort.

Call centers need more than cubes. While this task requires due diligence, the result will be a center that is more functional, productive and thus profitable. The capital investment in the facilities and furniture is insignificant compared to the most important asset; the agents working in the center. By doing it right you will benefit from higher productivity, improved employee morale, reduced employee turnover and a safer, healthier work environment.

Agent stations. The furniture design for a center will vary depending on whether the center is inbound or outbound. For example, inbound agents providing customer service/technical support may have a need to complete paperwork and may have storage requirements. In an outbound center the workstations tend to be smaller since the stations need only accommodate a phone and a computer.

Supervisor stations. The design of the supervisor stations depends on how much supervision is needed. Some call centers prefer the supervisor to be in clear view of the agents at all times, while others prefer privacy by selecting taller workstation panels. Accessories such as marker boards, tack boards, acrylic header panels, additional storage components, and guest seating can be incorporated into supervisor stations for added functionality.

Administrative offices. These can be fun, believe it or not, in that they provide excellent opportunities to differentiate -- or not -- from the call center floor. Furniture for these offices can be provided with the same panel system and in the same finishes as the call floor, or could be provided as an executive case goods option.

Reception/waiting area. It is important to take aesthetics and functionality into consideration when designing the reception and waiting area in a facility. The reception area is a first impression to any visitors and the waiting area should be comfortable and functional. The receptionist often multi-tasks so a workstation to both greet visitors and perform work duties is important.

Training room. Training rooms can have very different meanings depending on the company. Sometimes the rooms need to be used for more than just training, so a multi-purpose mobile solution might be best. However, some companies prefer actual workstations in the space to give the agents a feeling of actual work experience and the training rooms are also used for work overflow.

Cafeteria/break rooms. The cafeteria and break rooms in a call center are a space where employees relax during lunch and break times. Many call center jobs are stressful and these spaces should be areas that are functional, aesthetically pleasing, and comfortable.

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Chris DiMarco