But in many cases, this open structure has dished out as many disadvantages as advantages. Completely different from other office structures, call centers must take into account the close inter-workings of people and technology. A center with 150 agents per shift will usually occupy one or two spacious rooms filled with 150 workstations, telephones and computers. Unique human resource considerations and the management of hardware and software technology must be taken into account in this high density environment. Centers must be careful not to exceed boundaries that will hinder productivity or harm employee well-being.
Meticulous planning is the key to accommodating the special needs of call center operations.
Once the center is operational, design elements cannot take a backseat. By their very nature, call centers are designed to be flexible. Business issues constantly change, new clients are added and call volumes fluctuate, making it necessary to regroup agents, training areas and supervisory stations. Manufacturers cater to this flexible workplace by offering workstations and acoustical panels that can be easily dismantled or reconfigured in a matter of minutes. As elements are moved and reassembled it is important to evaluate how lighting, acoustical factors or other design elements have been affected.