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Call Centres This section should be read in conjunction with the Government guidelines on Call Centre Establishment and Call Centre Operations both of which are available from the Government Chief Information Office website. Call Centres have a variety of worksettings depending on the kind of reference material the operator is required to access. This may vary from totally screen based information where very small footprints can be utilised to paper based reference material where multiple volumes must be referenced to support the callers inquiries. Contemporary direction is generally towards much smaller worksettings as large quantities of hard copy documentation disappears and as the affordability of flat screens technology increases. Density Benchmarking Generally call centre densities are very high and can easily go below the 7m2 per person. The building services in a typical office building are usually designed to cater for a density of 10m2 per person. A review of any building proposed for a high density use must therefore include a major services review to confirm there is sufficient infrastructure and space to accommodate servicing of the additional loads and/or space for new/additional equipment. IT Affordability of flat screen technology will allow the deep cornered work setting to disappear. Rectangular worktops can be ergonomically suitable and are presently being utilised extensively in European call centres. Fitout Design Generally Call Centres are designed to support workers who are on shifts, the facility may be 24/7. Some staff, however, may only be in for quite short periods and are generally located in free address worksettings. Exceptions are for 9-5 support staff who typically work in upper management/Finance/HR positions. Personal storage can be minimal but needs to be secure because of the transient nature of call centre staff. Storage may be required for some items of stationary, personal head sets and other personal effects such as a handbag which can become a concern when an operator might not know who they will be sitting next to on a day-to-day basis. Personal identity at the worksettings can become an issue and ways of personalising space must be addressed and policies resolved for each location. Break Out/"Chill Out" Spaces The number, size and design of these spaces can
depend on the size of the facility and the type of calls the call
centre is supporting. If quite aggravated callers are regularly
received, staff stress could be an issue that must be addressed
by providing pleasant, relaxing breakout spaces with appropriate
"chill out" resources. Some examples utilised in commercial Call
Centres are darker rooms with fish tanks, pinball machines, televisions,
gym equipment and access to outdoor areas. |
