Design strategy

Interior Design strategy for call center solutions

While a high level of detail is put on the technological requirements for call center solutions, the advantages of a good design environment is highly underestimated in many call centers. No doubt, technology does help in improving agent productivity, but to sustain it over long periods of time with enthusiasm becomes a challenge. In general, agent workstations are not given the same considerations as other professional employee workspaces. Call centers are realizing the importance a good design environment plays in enhancing an agent’s day to day working.

Optimum interior design strategy for call center solutions requires that agents can give their maximum potential in the 6 – 10 hours of work they put in. The job profile of a call center agent is such that he has to remain sitting for long periods of time and continuously do long sessions of talking. In many call centers the customer service agents work on workstations which are tightly packed together. A closed working environment affects the concentration level of agents and makes them irritable. A proper design strategy would make sure an agent has ample leg space and some sort of visual stimuli away from the workstation screen. The furniture should be ergonomically designed to accommodate long sitting sessions. Poorly designed office furniture encourages poor sitting posture which could escalate to back problems. Periodic rest is an important aspect which has to be carefully controlled by the management team. Adequate lighting arrangements should be made (the brightness has to be roughly that of the screen). Poor lighting puts strain on the eyes. In a call center there could be hundreds of agents working at a time in a room. Recent research has proved that the percentage of air borne microbes is high in a call center’s environment. Good ventilation or an air conditioning system is important to safeguard the health of agents. Noise level has to be low inside the working environment of a call center. Sound engineering principles are used when constructing a call center building to cut down on echo and reflected noise.

Interior design strategy is gaining prominence for call center solutions. Now color therapy schemes are being implemented to create an ambience for agents where they can perform to their best. Management is increasingly looking at solutions from agents point of view rather than only cost and technological factors.