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| Any room which is specifically designed to
support the staff and technologies required to deliver high volume
effective and efficient communication to it's customers (whether
they are internal or external) | | | | Contact Centre - A centre designed to
support mainly outbound calling of contracted customers to provide
information/scheduling etc.
Help Desk
- similar to generic Call Centres but generally geared around some expertise
- this may well require more equipment/documentation space per desk
profile
Generic Call Centre-
There are an infinite variety of these but all geared towards the
receipt of inbound customer enquires/requests etc. These can take
more planning as the workload can only really be estimated - you
never quite know the numbers of calls you will exactly receive until
the operation is in full swing |  | | | | | Layout - The layout is designed based on
all relevant parameters - optimum space usage, workflows, storage,
acousitics, etc.
Power - The Room is protected against
power loss, if possible (especially if it is a mission critical
centre) protected by a centralised UPS and optionally a Generator.
This hsould include telephony and IT
Climate - Comfort
Cooliing A/C provides a suitable climate for personnel to operate in
a optimum environment
Power and Data Cabling - All should
be structured and routed to each desk with cable management as part
of the furniture design
Fire Detection - The room has fire
detection equipment linked to house alarm
Furniture - This should be designed and selected based on the workflow of
the centre with elements such as the desk surface profile, sound
levels, documentation required at hand, grouping of personnel and
many others all taken into account
IT housing - IT relevant to the Centre should be housed in a
suitable environment - See Computer Room. It is wise to reduce the
IT at the desktop to a minimum (eg.monitor, mouse and keyboard).
This can be achieved through use of thin-client technologies or
through 'back-racking', which iimproves security and optimises
maintenance strategies for the Call Centre
Display
Technologies - Use of plasma screens and other technologies to
display critical ooperational information | |
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