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

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