The people who work in call centers have important jobs. They keep sales pipelines filled with leads and prospects, field calls from customers, and have an opportunity to tackle problems in their early stages. So, it only makes sense to ensure that they work in environments that encourage energy and enthusiasm. Forward-thinking companies are doing just that while also bringing workstations up-to-date for better efficiency. This post discusses ways businesses are designing modern call centers and also offers some helpful tips for when it comes to creating a contemporary one of your own.
1. They Use the Best Technical Furniture for Homeworking
As a result of the coronavirus, nearly 80% of organizations have either started or expanded policies for their employees to work from home. In response, it’s created a modern need for affordable call center furniture for remote workers.
Whether call center professionals are working in a brick & mortar facility or spending the day working at home, they must be on the ball and ready to handle their customers’ needs. For this to happen without fail, communications must function smoothly, and every employee needs unencumbered access to essential technology for efficiently managing day-to-day technical operations.
Since call center furniture relies so heavily on technology, modern designs are accommodating these factors in every way possible. The best designs increase efficiency and the pool of candidates you can recruit from.
2. They Build Safety into Call Center Workstations
As the global economy begins to reopen, businesses will have to ensure the health and safety of both customers and workers. Today’s reality is that modern call centers need to be designed with social distancing in mind to reduce the person-to-person spread of the virus.
One solution is to install acrylic see-through personal protection screens that help employees and customers feel safe at the workplace. With the addition of these personal partition screens to new or existing desks, business owners are taking a proactive approach and keeping employees safe.
Also, the screens allow natural light to enter a workspace and create visual interest. Meanwhile, creating a modern workspace like this is surprisingly affordable.
3. They Have Conference Rooms with Real-Time Information Flow
A flurry of customer activity is often the sign of a serious problem, and call center workers are usually the first company employees to learn that something is wrong.
Having a secluded area or room where managers and supervisors can meet to discuss their options can be a great asset in these situations, and any modern conference room should be equipped with technology that allows information and updates to be sent in real-time.
4. They Use Virtual Offices
Conference rooms are typically not used 100% of the time, so another way that conference rooms are being modernized is through virtual offices and the conference rooms that come with them. As technology has advanced, there has been an uptick in these on-demand conference rooms in NYC, especially among small-to-medium-sized businesses.
Real estate companies charge for conference rooms the hour as part of a basic plan that runs under $50. Call centers and other companies use these conference rooms as required, and this potentially saves them money on the huge leasing fees that come with a devoted office and conference room.
5. They Design Offices with Recharging Stations
More and more businesses are designing workplaces with human factors in mind; recharging stations within call centers are good examples.
Making sales calls and dealing with frustrated customers can be extremely demanding. Workers who are expected to contend with this pressure for hours on end should have a refuge where they can spend a few minutes relaxing and unwinding.
Having a place to vent and swap stories can also boost morale and camaraderie, and workers who socialize and share ideas form more cohesive and effective teams. Areas used for this purpose should be well insulated to prevent disruptions, and vending machines can be used to turn them into a revenue stream.
6. They Modernize Desktop Tools
Modern consumers are digital-first, but many call centers still use phone-centric desktop tools. And when desktop tools don’t aid advisors, the customer experience suffers. One solution companies implement that brings advisor desktops to the 21rst century is using a digital-first desktop in tandem with a legacy desktop in “duo” mode.
Many organizations effectively use the duo mode with a single monitor showing customer context from systems of record (for instance, CRM systems). In contrast, the second monitor features a digital-first desktop. Also, any sit/stand furniture these companies often acquire should accommodate the duo mode setup.
7. They Streamline & Organize Floor Layouts
Optimization and high efficiency are critical in today’s world, and a robust call center floor plan setup is no exception. Business processes and floor layouts can have a massive impact on enhancing call center and control room productivity, and the two are not mutually exclusive.
It’s best to consult with a technical furniture company to get them to draft layouts and alternatives for optimizing your setup. During this time, the company can speak with them about acquiring the suitable new or used technical furniture needed.
8. Sometimes They Just Tweak a Few Things
Call centers used to be drab places filled with gray acoustic panels and flimsy desks, but a lot has changed in recent years. And sometimes, modernizing a call center only involves giving the place a few tweaks vs. doing anything drastic.
For instance, simple things like adding color, light, and ambient sound can often make workers feel comfortable. A call center can also be transformed by simply adding a bit of color and replacing a few straight lines with curves. In both these cases, only a minimum investment is all that is needed to turn a call center into an idea and profit center.
What to Look for when Designing a Modern Call Center
Now that you’ve seen what companies are doing, it’s time to create one of your own.
A few of the main things you should look for when designing a modern call center include good ergonomics, seamless technology, top-notch workstations, and call center furniture that fits your needs. Please read on to find some key points about each.
Good Ergonomics
If you are designing or installing a call center, you should make sure that the furniture you choose can be adjusted easily to accommodate workers of different heights and weights. For example, tall people working in cramped conditions rarely perform at their best, and a chair that provides ample support for some workers could leave others with severe back or knee pain after just a few hours.
Comfort should be a high priority when designing a call center, and this approach will pay off because people sense it when thought has gone into creating their working environments.
Seamless Technology
Efficient call centers gather important information and then make sure that it reaches the right decision-makers. They do this by ensuring that their technology works flawlessly. In addition, call centers should be designed to get the most out of current technology and be easy to upgrade when new electronic solutions become available.
This feat of modernization can be accomplished by making sure that wires and cables are concealed discretely to prevent snagging while still remaining easily accessible to technicians.
Call Center Workstations
Not all new businesses succeed, and call center workstations often find their way onto the used office furniture market. These workstations are either standard pieces that can be placed virtually anywhere or custom items built for a specific application. Either type of workstation can be a good choice and can be installed as-is or modified.
If you are looking for a custom call center solution, you should seek out an experienced designer and installer who is prepared to listen to your plans and goals and willing to show you photographs of their work.
Call Center Furniture
Call centers are more than just places where telephone calls are made and answered, and internet messages are sent and received. They are also places where important decisions are made, and workers experience great highs and lows. While workstations may be the beating heart of a call center, other areas also play essential roles.
The Importance of Experience
Modernizing a call center typically requires either a lot of space or a designer with decades of experience who knows how to get the most out of the space and solutions available. Saraval Industries has been serving the needs of first responders and companies providing front-line services for decades, and we have designed, built, and installed call centers of all sizes.
We listen to our clients at every step, and we only take on projects when we understand their goals. If you would like a quote or more information, please fill out our online form or call us at (516) 768-9033.