BLOG-SIKORSKI’S THINK ABOUTS: INTERIOR DESIGN OF YOUR CALL CENTER # 3

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Here is #3 of my Call Center Design series . . .

Operational Structure of the Center must be considered

  • Operation Goals of the Agents
  • Supervisor to Agent Ratio
  • Updating Reference Materials
  • Types/Amount of Meetings
  • Interaction Volume – Calls, Emails, Web Chats, etc.
  • Traffic Patterns

What are your Support Areas

  • Training
  • Employee Lounge
  • Reference Library
  • Time Clocks
  • Counseling Rooms
  • Sick Room
  • Copying Facilities
  • Recreation Needs
  • Technology Needs

Workstation “Think Abouts”

  • Single “Cubby” vs. Pods
  • Ample Room/Easy Access
  • Amount of Personalization
  • Wires
  • Chair
  • Fire Retardant
  • Electrical
  • Rearrangement

Next week I will blog about Office Ergonomics – Layout and Acoustics

This week’s discussion with your employees – “what’s right/wrong about their individual work space.

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

WebTV Show Video Archives  http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts

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