Over the years the call centre has developed and technological advances such as virtual queues, speech recognition, and interactive voice response are now commonplace. Although the latest technology is undoubtedly important, so too is the workplace; call centres traditionally have high staff turnover rates, and housing staff in an attractive and appealing environment can help to encourage staff members to stay on.

When designing your hub it is important to evaluate a number of factors including: your company; the primary function of your call centre, your working hours, how many staff you employ, what equipment your staff need to fulfil their role, how much space is required for each workstation, is there any natural light and are there any irregular dimensions or physical obstacles to work around?

A common problem in call centre layouts is trying to fit too many people into too small a space. Factors such as the noise levels in the centre, the extent to which supervisors require direct observation of agents and the balance between privacy and inter-agent communication should all be considered. In addition, studies have shown that ambient lighting and an attractive colour scheme contribute towards staff feeling more positive and thus enhancing productivity.

Call centres should be comfortable, utilising the most up-to-date and ergonomically designed furniture and adjustable keyboards. Desks should be big enough to accommodate everything that the staff member needs to do their job, with some additional space for personal items. In addition, the call centre layout should allow for easy movement between restrooms, staffrooms and conference facilities. If your company requires a team approach it can also be useful to consider a pod, or cluster layout.