Call center workstation design

Types of call center workstation design

A call center workstation design is a small dedicated area in the office where an employee can perform their tasks. It consists of a desk, a computer, and a telephone. The workstation is the same as a cubicle but smaller and without partitions. A workstation is part of the open office design, where employees work in a large space with no barriers to separate them from each other. Here is an overview of the different types of workstation designs:

• Hot Desk Workstation

  In a hot desk workstation, employees do not have fixed workstations. They are assigned to desks on a temporary basis. When employees arrive at work, they look for available workstations and use them for that day. This system is common in companies where employees frequently travel or work remotely. It helps save office space and resources because not every employee needs a dedicated desk.

• Traditional Workstation

  A traditional workstation is what most people think of when they hear the term. Employees have assigned desks with partitions to provide privacy. This system is ideal for jobs that require employees to work on tasks for long periods. The traditional workstation provides more comfort and less distraction than other designs.

• Shared Workstation

  In a shared workstation setup, two or more employees share the same desk and equipment. This system is similar to hot desking, but the workstation is permanently assigned to a group of people. The shared workstation is great for teams that need to collaborate closely because they are always working together.

• Remote Workstation

  A remote workstation is designed for employees who work from home. It has all the necessary tools and equipment to perform tasks efficiently without being in the office. This workstation is ideal for jobs that do not require employees to be physically present in the office.

• Bench Workstation

  A bench workstation is designed for two or more employees to work together. It has long desks with little or no partitions. This design is perfect for teams that need to collaborate closely because they can easily see and talk to each other.

• Typing Station

  Typing stations are designed specifically for employees who spend most of their time typing. They have lower desks and higher chairs to provide comfort and reduce strain on the neck and back. These workstations are also good for people with disabilities because they are accessible.

Functions and Features of Call Center Workstation Design

There are some key features of a workstation design for call centers that enhance operations and improve agents' performances. These features include:

• Ergonomic Design

  The ergonomic design of a call center workstation has different adjustable features. For instance, the height-adjustable desks and chairs allow agents to work for long hours without getting fatigued. An ergonomic design also includes the proper arrangement of the equipment on the desk. This helps reduce straining and enables agents to work comfortably. An ergonomic design is important for agents' health and wellbeing. It also increases productivity in the call center.

• Modular Configuration

  A modular configuration workstations consists of different interchangeable and flexible components. This allows easy customization and reconfiguration of the workstations to meet the needs of the call center. The modular design enables the workstation to fit into different office spaces. It also improves aesthetics in the office. This design feature enhances collaboration and communication among agents, improving overall productivity in the call center.

• Space Optimization

  The design of a call center workstation for space optimization involves using compact furniture and multi-functional accessories. This allows for the maximum use of a small space. Space optimization means that each workstation is arranged in an organized manner that enhances efficiency and reduces clutter. This design feature improves the workflow and overall productivity of the call center center.

• Technology Integration

  The technology integration feature of a call center workstation design includes the seamless incorporation of various technologies. This makes it easy for agents to use. For instance, workstations have built-in cable management systems that organize and hide wires. They also have advanced audio solutions that include headsets and speaker phones. Technology integration enhances the efficiency of agents, leading to increased productivity in the call center.

• Sound Management

  Workstations for call centers have different designs that help manage noise levels and sounds. For instance, acoustic panels and cubicle partitions minimize ambient noise and provide agents with a quiet working environment. The workstation also has noise-cancelling headsets that reduce background sounds and enable agents to communicate effectively with clients. Sound management improves concentration and reduces distractions. This leads to enhanced productivity in the call center.

Scenarios of call center workstation design

Workstation design has different applications in various industries. Here are some common scenarios.

• Technical support centers

  Technical support centers often incorporate a workstation design that uses multiple monitors. Each workstation usually has two to three screens. The setup helps agents view customer information at a glance. It also enables them to access troubleshooting tools and support tickets. The monitors reduce the need to toggle between windows. This way, agents resolve queries faster. The multiple screens also enhance multitasking. Agents can simultaneously view emails, live chats and customer calls.

• Remote call centers

  Some call centers operate entirely remotely. They usually employ agents from different geographical locations. These centers require workstations that support remote communication and collaboration. Agents working at remote centers use headsets with noise-cancellation features. The headsets block out background sounds and provide clear audio. They also come with communication software. The software facilitates virtual meetings and team discussions.

• Sales call centers

  Sales call centers receive inbound and outbound calls from potential and existing customers. Their workstations are usually designed to motivate and energize agents. They use bright colors like orange and green. These colors create a lively and vibrant atmosphere. The workstations also have sit-stand desks. The desks promote movement and change of posture throughout the day.

• Healthcare call centers

  Workstation design in healthcare call centers is different from other centers. They focus on patient privacy and sensitive information. The workstations have privacy screens to prevent data leakage. They also use encrypted software for communication and data entry. Additionally, some healthcare centers have ergonomic workstations. These setups cater to agents who may have medical conditions like carpal tunnel syndrome.

• Technical support centers

  Technical support centers often incorporate a workstation design that uses multiple monitors. Each workstation usually has two to three screens. The setup helps agents view customer information at a glance. It also enables them to access troubleshooting tools and support tickets. The monitors reduce the need to toggle between windows. This way, agents resolve queries faster. The multiple screens also enhance multitasking. Agents can simultaneously view emails, live chats and customer calls.

How to Choose Call Center Workstation Design

When choosing the right call center workstation design for a client, it is important to consider various factors. Here are some of them:

• Layout

  The layout of the workstation should match the configuration of the call center. For example, if the call center is open-plan, the layout should be suitable for open-plan offices.

• Ergonomics

  Ensure that the workstations are designed with the comfort of the employees in mind. Look for workstations that have adjustable desks and chairs. Also, look for workstations with accessories that enable employees to work comfortably without straining.

• Technology

  The workstations should be compatible with the technology used by the call center. For instance, workstations for call centers that use computers for all operations should have cable management systems. Also, the workstations should have power supply outlets. Moreover, the design of the workstation should enable proper use of other technological devices like headsets and telephones.

• Privacy

  Consider how much privacy the call center wants to give its employees and choose workstations that offer the same. If the call center wants to give its employees more privacy, get workstations that come with high partitions or cubicles. On the other hand, if the call center wants to give its employees less privacy, get workstations with low partitions or without partitions at all.

• Space

  Ensure that the workstations are suitable for the space available in the call center. For small spaces, choose compact workstations that will not make the office space feel cramped. For large office spaces, select workstations that are visually appealing and functional.

• Scalability

  Choose workstations that can easily be scaled up or down to match the number of employees in the call center. This will ensure that the call center is not left with extra workstations or without enough workstations when the number of employees changes.

• Cost

  When choosing workstations for a call center, it is important to choose options that are within budget. However, it is also important to ensure that the quality of the workstations is not compromised. A good balance between cost and quality should be struck.

Call Center Workstation Design Q & A

Q1: What are the key features of an ergonomic workstation design?

A1: The ergonomic workstation design features include adjustable desk and chair height, a desk layout that allows for easy access to frequently used items, adequate lighting, and sufficient space to prevent clutter. Also, the workstation should have a monitor at eye level, a keyboard, and a mouse within arm's reach.

Q2: What are the types of workstations?

A2: There are several types of workstations. The traditional workstation consists of a desk with a computer, chair, and office accessories. Collaborative workstations are set up in an open office layout to promote teamwork and communication among employees. Home office workstations are set up in a residential environment to facilitate remote work.

Q3: What is the difference between a workstation and a desk?

A3: A workstation is a term used to refer to an office setup that includes more than just a desk. A workstation includes a desk, an office chair, storage units, and computer accessories. A desk, on the other hand, is a piece of furniture with a flat surface for working. It is mainly used for writing, working on a computer, or other tasks.

Q4: What is a console in a call center?

A4: A console in a call center refers to the control panel or display unit used to monitor and manage incoming calls. It is the workstation for call center agents where they receive and respond to customer inquiries. The console design usually consists of a desk, multiple displays, and input devices like keyboards and mice.

Q5: What should one look for when buying office workstations in bulk?

A5: When buying office workstations in bulk, buyers should look for durability and quality. The workstations should be made of high-quality materials that are durable. They should also be ergonomically designed to provide comfort to office employees. Moreover, the workstations should be aesthetically pleasing and offer customization options.