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Call Centers

Design Considerations for Call Centers

Call Centers require specific layouts to meet their fast paced environment and large amount of employees. Often set in one room, call centers need extra privacy for phone calls, while keeping an open enough space for supervision and quality control.

Walls Are a Requirement: Call center cubicles need walls. With the amount of telephone traffic that goes through a call center, walls are a very necessary feature to any cubicle setup. Walls should be tall enough to give each employee some privacy while they are on the phone, but low enough for a supervisor to see what they are doing. The middle panel of a call center cubicle can be taller than the side walls, as the additional height is often used to install a small cabinet for storage. Many cubicles now have walls made from soundproofing material. If available, these are a worthwhile investment to consider.

Workstation Setup: Call center workstations should be large enough to fit a computer, monitor, telephone, note pad, pens, and a few files if applicable. Typically, these spaces are smaller than an administrative workstation, as there is less of a need for storage and filing. When building a workstation, be sure to take your employees comfort into consideration.

Layout: Call centers can benefit from a cluster configuration with their supervisor stationed in the center. In a cluster, a group of cubicles share a centralized frame (sometimes called spine) that is divided into multiple cubicles. This type of configuration is very beneficial for offices that require large groups of employees to work in one room.

Photo credit: alanclarkdesign / Source / CC BY-ND

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