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
- 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
- Fire Retardant
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!
Laura Sikorski – Independent Call Center Consultant
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