Focus on: Exploring computer accessories & furniture that belong in the call center

Telemarketing, Jul 1994 by Mannes, Melissa

Q. My company is in the process of relocating to another facility. Unfortunately, we will have less space with more employees working in our call center. How can we utilize our space in the most efficient way?

A. Some manufacturers offer a panel system that is 1-inch thick. The 1-inch panel systems are just as sturdy as 3-or 4-inch-thick systems and still serve as an effective acoustical barrier. The difference comes in the fact that the thinner panel, when multiplied by 20-plus workstations, can save up to 40 inches, which is equal to one more employee.

Q. Our call center consists of ran abundance of computer and telephone equipment. Along with the equipment come unsightly wires and cabling. Could this be a safety hazard?

How could this potential hazard be prevented?

A. Naturally, cords that are exposed are prone to being tripped over, severed or tugged on, causing any number of accidents. Avoiding such occurrences is essential in ensuring the safety of not only the employees, but also the equipment. Ask your vendor about the cable and wire management options the furniture system offers. Make sure the available options are readily accessible for ease of maintenance and/or repair.

Q. My company will be purchasing new workstations for our call center this summer. We are consistently adding to our staff and need furniture that is versatile and can be easily reconfigured. What are some things to look for in a furniture line that will fulfill these needs?

A. The most important thing to look for in furniture that will be consistently reconfigured is durability. Make sure your call center furniture has a sturdy steel framework that requires few or no tools for reassemble. Ask what kind of tools, if any, are needed to reconfigure furniture. Transportal furniture that is affixed to the wall may not provide the flexibility you need. Consult your sales rep to obtain a prototype or demonstration of the product that illustrates its ease of assembly and disassembly.

Q. We are currently involved in interviewing for a new position in our call center and a couple of applicants have special needs, i.e., wheelchair accessibility, etc. What can we do to ensure that we purchase furniture that can be easily and comfortably accessed should these needs arise?

A. It would be helpful to purchase workstations that can be easily adjusted by someone on staff. Some furniture can be adjusted manually, some with a hand crank and still other furniture by an electric lift. Ask your sales representative which adjustability features are incorporated in his or her furniture line. An adjustability feature will ensure that shelving and worksurface keyboards or keyboard drawers are easily conformed to meet the needs of the individual using them.

Q. We are in the process of determining the design of our call center. What should be the minimum aisle space between workstations?

A. Generally, the minimum aisle space ranges from four to five feet from the edge of one worksurface to the edge of the next. Adequate aisle space is critical for several reasons:

* Supervisors need to be able to easily move throughout the call center without encountering obstacles like chairs, employees, etc.

* Fire safety--speaks for itself!

* Accommodating individuals who may require additional space for seating and maneuverability.

Q. My company is currently in the process of furnishing a new call center. What can we do to ensure that we get the best combination of price, quality and service from our furniture vendor?

A. One long-term suggestion is to work with a vendor to establish a workstation "standard" for your particular call center(s), and to enter into a pricing agreement that will allow you to purchase these same stations for a predetermined time frame. This works particularly well if you anticipate expanding and/or you have multiple site locations. This approach greatly simplifies your ordering process, thus saving you time and money. Also, it reduces the manufacturer's selling and production expenses, reduces lead time and improves quality, with the manufacturer's organization "getting to know" specific customers. The manufacturer should be willing to pass along some of these savings.

If you are working with a vendor for the first time, you can become comfortable with your purchase through competitive bidding, an evaluation of the vendor's products (either through mock-ups or site visits to other installations) and reference checking. Also, as you work with a vendor during the quotation process, you will develop an opinion about the firm's level of response and service.

Q. If there is an architect involved in a project, are there advantages in having the architect and furniture vendor work closely together in terms of the design/layout process of the furniture for the call center?

A. I very strongly recommend doing this, for several reasons. Collectively, your architect and furniture vendor could save each other, as well as you, considerable time and expense. Some furniture vendors customize their furniture to best utilize the facility and can be instrumental, with the architect, in providing the best solutions for the customer. Also, most furniture vendors have computer aided design (CAD) space-planning capabilities, and a partnership between the vendor and architect can avoid reinventing the wheel. Computer diskettes, for example, can be exchanged between the architect and furniture vendor to facilitate the space-planning process. Finally, a partnership of this type will provide the architect with the exact furniture specifications to be used in the design process.