Future Design | Call Centers

As call centers focus more intensely on retaining their best agents and reducing turnover, human issues will come more to the fore in designing (and redesigning) call centers.

Centers will include more “community” areas: conference rooms, training centers, even classrooms. And as call centers begin to respond to more than just traditional voice phone calls, expanding into areas like email and Web response, as well as possible video calling, the kinds of workspaces that will be required will undoubtedly change. The smart design team will take these things into account now, because a call center is a five to 20 year commitment.

The best way to ensure that a call center is ready to accommodate your needs in 2010 is to allow for substantially more layout flexibility than is typical today.

Components that should be considered include:

  • Uniform, ceiling mounted indirect lighting systems that are layout-independent.

  • Furniture literally on wheels or furniture systems that can be reconfigured overnight.

  • Raised floors that allow ultimate cabling flexibility.

That way, the call center will be completely adaptable to any changing business circumstance, whether it’s driven by new technology, new ways of operating, or changing company cultures and ideas.

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