Introduction
Welcome to our journal article about workstation design for call centers. This article is dedicated to call center managers, shift supervisors, and customer service representatives who aim to improve productivity, comfort, and well-being in the workplace. We understand that call center operations can be complex and challenging, with long hours of sitting, using computers and phones, and dealing with customers. Therefore, we provide practical and evidence-based insights and recommendations on how to design workstations that fit the needs of call center agents and the organization as a whole.
Why Workstation Design Matters
Workstation design refers to the arrangement of furniture, equipment, and tools that employees use to perform their tasks. Good workstation design can enhance job performance, satisfaction, and health, while poor workstation design can lead to discomfort, stress, and injury. In the context of call centers, workstation design is particularly important for several reasons:
- Call center agents spend most of their working hours on the phone and the computer, which puts a strain on their eyes, ears, neck, shoulders, and back.
- Call center agents have to deal with a high volume of calls and customers, which can affect their mental and emotional well-being.
- Call center operations require teamwork, communication, and collaboration, which can be facilitated or hindered by the layout and design of workstations.
- Call center operations have to comply with ergonomic, safety, and health regulations, which can be met or violated by the design of workstations.
Therefore, by investing in workstation design, call centers can improve the quality of work life, reduce absenteeism and turnover, enhance customer satisfaction and loyalty, and increase revenue and profitability.
What Is a Call Center Workstation?
A call center workstation usually consists of the following components:
| Component | Description |
|---|---|
| Desk | A flat surface that supports the computer, phone, and paperwork. |
| Chair | A seat that supports the back, hips, and thighs, and allows for adjustments in height, tilt, and armrests. |
| Computer | A device that enables the agent to access and process data, communicate with customers, and perform tasks. |
| Phone | A device that enables the agent to make and receive calls, and use features such as hold, transfer, and mute. |
| Headset | A device that enables the agent to listen and speak hands-free, and reduce noise and distractions. |
| Document Holder | A device that enables the agent to view and read documents at eye level, and reduce neck and eye strain. |
| Filing Cabinet | A storage unit that enables the agent to organize and retrieve documents and supplies efficiently. |
However, the design and arrangement of these components can vary depending on the call center’s size, budget, workflow, and culture.
How to Design a Call Center Workstation?
The design of a call center workstation should take into account the following principles:
1. Ergonomics
Ergonomics is the science of designing workspaces and tools that fit the physical and cognitive characteristics of the human body and mind. In the case of call centers, ergonomics can help to prevent musculoskeletal disorders, eye strain, hearing loss, and mental fatigue. Some ergonomic design features for call center workstations are:
- Adjustable chairs that support the natural curves of the spine, hips, and thighs, and allow for changes in posture and movement.
- Adjustable desks that allow for changes in height, tilt, and distance from the screen and keyboard.
- Adjustable monitors that are placed at eye level and reduce glare, reflection, and pixelation.
- Adjustable headsets that fit comfortably and securely and reduce noise and echoes.
- Footrests that enable the agents to change foot position and reduce pressure on the feet and legs.
2. Acoustics
Acoustics is the science of studying sound and its effects on the environment and the human body and mind. In the case of call centers, acoustics can help to reduce noise, echo, and distraction, and enhance speech intelligibility and privacy. Some acoustic design features for call center workstations are:
- Sound-absorbing materials such as carpets, curtains, acoustic panels, and ceiling tiles that reduce sound reflection and transmission.
- Sound-insulated walls and doors that prevent sound leakage and intrusion from other rooms or buildings.
- White noise generators that produce a constant background noise that masks other noises and reduces stress.
- Speech privacy technologies such as sound masking, soundscaping, and directional speakers that enhance confidentiality and reduce eavesdropping.
3. Lighting
Lighting is the science of using light to illuminate and enhance the visual environment and the human perception and performance. In the case of call centers, lighting can help to reduce eye strain, increase alertness, and improve mood. Some lighting design features for call center workstations are:
- Natural lighting sources such as windows, skylights, or light tubes that provide daylight and reduce energy consumption.
- Artificial lighting sources such as LED or fluorescent lamps that provide color temperature and brightness control and reduce glare and flicker.
- Task lighting sources such as desk lamps or under-cabinet lights that provide localized and adjustable light for specific tasks and reduce shadows and reflections.
- Lighting controls such as dimmers or sensors that allow for manual or automatic adjustment of light levels and save energy.
4. Space
Space is the physical and visual area that people occupy and move within and around. In the case of call centers, space can affect communication, collaboration, and privacy. Some space design features for call center workstations are:
- Open space layouts that facilitate communication and teamwork and reduce isolation and claustrophobia.
- Cubicle or partitioned layouts that enhance privacy and reduce distractions and intrusions.
- Flexible space arrangements that allow for changes in occupancy, equipment, or needs and reduce wasted space and resources.
- Room dividers or screens that provide visual and acoustic barriers and enhance versatility and adaptability.
5. Aesthetics
Aesthetics is the science of studying beauty, harmony, and style in the built environment and the human perception and emotions. In the case of call centers, aesthetics can help to create a positive and inspiring atmosphere and enhance morale and creativity. Some aesthetic design features for call center workstations are:
- Colors, patterns, and textures that reflect the brand, the mission, or the personality of the call center and create a sense of identity and belonging.
- Decorative elements such as plants, art, or posters that enhance the visual interest and engagement and reduce monotony and boredom.
- Furniture styles and materials such as wood, metal, or plastic that match the functional and aesthetic requirements of the call center and complement the overall design scheme.
- Brand signage or logos that reinforce the call center’s image and message and create a sense of pride and loyalty among employees and customers.
FAQs
1. What is the ideal height for a call center workstation?
The ideal height of a call center workstation depends on the height of the worker, the type of chair and desk, and the tasks performed. However, a general rule is that the desk height should allow the forearms to be parallel to the floor, and the elbows to be at a 90-degree angle. The chair height should enable the feet to rest flat on the floor, and the knees to be at a 90- to 110-degree angle.
2. How can I reduce eye strain while using the computer in a call center?
To reduce eye strain while using the computer in a call center, you can:
- Adjust the brightness, contrast, and color temperature of the monitor to match the ambient lighting and reduce glare and reflections.
- Use an anti-glare screen filter or hood to reduce the amount of light that reflects from the monitor.
- Take regular breaks to look away from the screen and focus on distant objects to relax the eye muscles and reduce fatigue.
- Use eye drops or artificial tears to lubricate the eyes and reduce dryness and irritation.
3. What is the best type of chair for a call center workstation?
The best type of chair for a call center workstation is an ergonomic chair that provides support for the back, hips, and thighs, and allows for adjustments in height, tilt, and armrests. The chair should have a stable base and casters that enable easy movement and rotation. The chair should also have breathable upholstery that promotes air circulation and prevents sweating and odor.
4. How can I improve the acoustics in a call center workstation?
To improve the acoustics in a call center workstation, you can:
- Install sound-absorbing materials such as carpets, curtains, acoustic panels, and ceiling tiles that reduce sound reflection and transmission.
- Use sound-insulated walls and doors that prevent sound leakage and intrusion from other rooms or buildings.
- Use white noise generators that produce a constant background noise that masks other noises and reduces stress.
- Use speech privacy technologies such as sound masking, soundscaping, and directional speakers that enhance confidentiality and reduce eavesdropping.
5. What is the recommended distance between the eyes and the computer screen in a call center workstation?
The recommended distance between the eyes and the computer screen in a call center workstation is about an arm’s length or 20 to 24 inches. The screen should be placed at a height that allows the top of the screen to be at or slightly below eye level, and the bottom of the screen to be at or slightly above an imaginary horizontal line that intersects the eyes.
6. How can I prevent neck and shoulder pain while working in a call center?
To prevent neck and shoulder pain while working in a call center, you can:
- Adjust the height of the chair and desk to allow the forearms to be parallel to the floor, and the elbows to be at a 90-degree angle.
- Adjust the height and angle of the monitor to reduce the need to tilt or turn the neck and head.
- Use a document holder that places paperwork at eye level and reduces neck and eye strain.
- Take regular breaks to stretch, rotate, and move the neck, shoulders, and arms to relieve tension and increase blood flow.
7. How can I improve the lighting in a call center workstation?
To improve the lighting in a call center workstation, you can:
- Use natural lighting sources such as windows, skylights, or light tubes that provide daylight and reduce energy consumption.
- Use artificial lighting sources such as LED or fluorescent lamps that provide color temperature and brightness control and reduce glare and flicker.
- Use task lighting sources such as desk lamps or under-cabinet lights that provide localized and adjustable light for specific tasks and reduce shadows and reflections.
- Use lighting controls such as dimmers or sensors that allow for manual or automatic adjustment of light levels and save energy.
8. How can I improve the posture in a call center workstation?
To improve the posture in a call center workstation, you can:
- Adjust the height of the chair and desk to allow the forearms to be parallel to the floor, and the elbows to be at a 90-degree angle.
- Use an ergonomic chair that supports the back, hips, and thighs, and enables adjustments in height, tilt, and armrests.
- Use a footrest that enables changes in foot position and reduces pressure on the feet and legs.
- Take regular breaks to stand up, stretch, and move the body to prevent stiffness and promote circulation.
9. What is the best type of phone for a call center workstation?
The best type of phone for a call center workstation depends on the call center’s needs, budget, and policies. Some common types of phones for call centers are:
- Landline phones that are wired to the desk and provide reliable and clear voice communications.
- VoIP phones that use the internet to make and receive calls and provide advanced features such as call forwarding, voicemail, and call analytics.
- Softphones that use software installed on the computer to make and receive calls and provide integration with other applications and devices.
- Mobile phones that allow agents to work remotely or on the go and provide flexibility and accessibility.
10. How can I reduce back pain while working in a call center?
To reduce back pain while working in a call center, you can:
- Adjust the height of the chair and desk to allow the forearms to be parallel to the floor, and the elbows to be at a 90-degree angle.
- Use an ergonomic chair that supports the back, hips, and thighs, and enables adjustments in height, tilt, and armrests.
- Use a lumbar support cushion or pillow that fits the natural curve of the lower spine and reduces pressure and discomfort.
- Take regular breaks to stand up, stretch, and move the body to prevent stiffness and promote circulation.
11. How can I enhance my communication skills in a call center workstation?
To enhance your communication skills in a call center workstation, you can:
- Use active listening techniques such as paraphrasing, summarizing, and asking clarifying questions to understand the customer’s needs and concerns.
- Use positive language and tone that convey empathy, respect, and confidence and establish a rapport with the customer.
- Use clear and concise language that conveys the message accurately and efficiently and avoids jargons or technical terms that may confuse the customer.
- Use nonverbal cues such as facial expressions, gestures, and posture that support the verbal message and convey sincerity and professionalism.
12. How can I reduce stress while working in a call center?
To reduce stress while working in a call center, you can:
- Use relaxation techniques such as deep breathing, meditation, or yoga that reduce tension and promote calmness and focus.
- Use time-management techniques such as prioritizing tasks, setting deadlines, and delegating responsibilities that reduce workload and increase productivity.
- Use social support techniques such as talking to colleagues, friends, or family members that provide emotional and practical assistance and reduce isolation and anxiety.
- Use physical activity techniques such as walking, jogging, or exercising that release endorphins and reduce stress hormones and enhance health and well-being.
13. How can I enhance the team performance in a call center workstation?
To enhance the team performance in a call center workstation, you can:
- Use communication techniques such as feedback, coaching, and mentoring that promote learning and development and reduce errors and complaints.
- Use recognition and reward techniques such as incentives, bonuses, or acknowledgments that motivate and retain high-performing agents and increase morale and loyalty.
- Use collaboration techniques such as brainstorming, problem