The ADA. The Americans With Disabilities Act (ADA) is a federal law that can affect call center design. Most important, the ADA is civil rights legislation, not a building code. You can’t get around it by moving from one location to another. It’s also very vague, forcing you to go out of your way to respond to whatever circumstances present themselves.
Some states have building codes that require ramps, accessible restrooms and other accommodations for the handicapped. The ADA does not require you to have any of these things — but it does make it illegal to reject a qualified applicant because your facilities are not accessible to him or her.
That means that you have to plan ahead. You have three choices. You can put these facilities in at the beginning, when it’s going to be the cheapest and least disruptive. You can put them in when you find you need them, that is, when you hire someone who needs them. Or, you can ignore them completely, and face the lawsuit.
Sometimes teleservices firms find out too late that their choice of workstation doesn’t accommodate a wheelchair or a random floor plan makes it difficult for a blind TSR to get around. Good call center design recognizes the relationship between people and the physical constraints of the workplace.
Safe work environment. Human safety should be your first priority. Make sure everything is fire resistant, that the exits are appropriately open and marked, and that all fire safety regulations are followed. And that call center personnel are aware of fire safety procedures.
This is so basic to facilities design I shouldn’t have to mention it. But I will anyway.
The call center’s application. For order entry applications, for example, one expert recommends at least 35 square feet for each person’s workspace. But for customer service, you might need more, up to 45 square feet. That’s because service and support reps often have to refer to manuals, documents, and other peripheral materials that should be stored within easy reach.
You’ll also want to account for the number of people in groups or teams, and the position of supervisors and team leaders. You’re going to need room for meetings, for example. And you’re going to need semi-private call center stations that can be isolated during training or coaching sessions.
Corporate cultures may dictate particular placement, and that too should be recognized when planning the layout.
The relationship to other departments. Remember, once the center is active, you’re going to be watching the length of calls as a key component of costs and productivity. If call center agents are running up and down halls to another part of the building regularly, you didn’t plan well. If they need to be in constant contact with the fulfillment department, for example, work that out ahead of time.
If you can’t physically bring the two departments any closer, then explore some kind of automated networking solution that will tie people and systems together — that may alleviate some of the distance trouble.
What support systems do you need? Will you need a cafeteria? Consider long term plans and the company-wide flow of traffic. How many conference rooms will you need? Where is the copy room, the time clock? Will you have central or local filing?
All these questions must be answered in advance. But it’s critical that these questions be answered by call center management as well as by the architects and the company’s upper management.
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