1. Call Center Design for 100+ Agent Seats
by Laura Sikorski – lsikorski@earthlink.net
Your call center must be a place that attracts staff, accommodates growth, encourages change, utilizes the furniture and
equipment for maximum efficiency and most importantly assures the safety and welfare of allemployees.
The agent work area must be the core of the design process. Staff interviews must be done. The results will give all
concerned a better understanding of the center’s structure, office standards, office operations, departmental
adjacencies, flow of work/paper and responsibilities/tasks.
The support area requirements of the call center greatly determine traffic patterns and influence design.
Key support areas:
Training room(s)
Traininglab(s)
Project room(s)
Reference library
Employee facilities
Time clock area(s)
Two areas I would like to expand upon are training and employee facilities. To identifytraining needs, keep in mind the
maximum number of personnel that would be training at one time. The training area should be designed to be self
contained – small kitchen, bathroom facilities and a soft seating lounge. It should have the latest in audio/visual
equipment and a fully functional workstation.
Employee facilities includes lounge seating/quiet area, eating area, cafeteria, vending machines, full service kitchen,
recreation room (TV’s, exercise equipment), communications area (phones, PCs), locker room, bathrooms, showers,
counseling rooms, bulletin board/notices area and sick room.
Over the years, I have identified common problems and helpful hints when designing a call center.
LAYOUT
Common Problems Helpful Hints
Insufficient training, lounge and conference space 150 square feet per agent for new construction
Uncoordinated color schemes 35-45 square feet per agent on workfloor
No Reference Library Always interview the staff
Wrong traffic patterns – lounge, bathroom Agent workfloor must be the center of the design
facilities, time clocks, personnel area, storage area
Insufficient call condition displays Do not locate diffusers over any worksurfaces
ACOUSTICS
Common Problems Helpful Hints
Furniture panels too high Install white noise
Painted walls Ceiling height minimum – 9 feet
Solid plastic light fixture covers Ceiling tile Noise Reduction Coefficient –
.9 for open plan / .5 for closed offices
Lack of plants
Pictures with glass
CLIMATE

2. Common Problems Helpful Hints
No regard for SBS (Sick Building Syndrome) Temperature 70-72 degrees Fahrenheit
Dirty air filters Keep HVAC systems on Nights and weekends
Oil based paint Use outside air from the roof not the bottom of
the airshaft
Closing air vents Each PC is equivalent to 1.5 bodies
LIGHTING
Common Problems Helpful Hints
Glare 35 foot candles
Solid plastic light fixture covers Indirect light fixtures
Light switch control panel does not have alternate Clean monitor screens regularly
fixture and bulb controls
Do not use the ceiling to deflect light Teach staff how to use monitor controls
FURNITURE
Common Problems Helpful Hints
Too trendy and poorly organized Should last 10 years
Cannot accommodate disaster recovery Use standard components
Staff never asked for feedback Forget the gadgets
Too personalized Insist on manufacturer mock-up
Staff not taught how to use Use wrist an foot rests
Designing a call center is not an easy task. It requires extensive planning, re-planning and more planning. You must
constantly play “devil’s advocate” during the entire project, and have a plan for the “horrible” what if’s . . .