Finding qualified personnel to staff call center help desks is increasingly challenging for companies selling and servicing high-technology products or offering professional services such as credit counseling. Call center personnel must be highly trained as well as motivated to provide timely, courteous service across a wide variety of customers and business segments. Ongoing training and employment incentives, while crucial to maintaining a quality call center staff, are only part of the solution to running a successful business. Also needed is an atmosphere conducive to hiring and retaining the staff.

Systems Furniture to Phone Home About "Aesthetics aside, today's call center work stations are increasingly technology-centric work stations," says Mark Bassil, Vice President of MAiSPACE, a systems furniture manufacturer based in Mt. Olive, NJ. "They are computer intensive to provide staff with fast access to the data needed to service customers' requests. This means that in addition to providing a modern, attractive work environment center operators must provide technology to the workplace. Together these amenities help counter staff turnover.

"Today, thanks to modern design and construction techniques, operators of call centers have access to affordable, attractive, well-designed and constructed work stations with standards compliant lay-in voice, data and power cabling systems that are the most efficient and flexible in the contract furniture industry," says Bassil. "An example is the MAiSPACE line, which delivers this and more. For 15 years it has reigned as the standard-setter for open-area workstations, full-wall private offices, meeting and reception areas, and support facilities."

MAiSPACE constantly evaluates and updates product options to enhance system furniture capabilities and keep step with advancing technological, ergonomic and architectural innovations. The core system features off-modular design allowing flexibility in workspace size, height, configuration and in locating bins, shelves, and divider panels.

There are more than 15 options in easily removable panel segments. They include laminate, Coverseal, veneer, painted metal, embossed steel, brushed stainless steel, airflow; clear, frosted or textured glass; fabric, tackable/acoustical, power/data, marker board and paper management. "These wide choices in surfaces, colors and textures allow us to provide elegant work environments at prices as much as 40% lower than some of the oldest names in the contract furniture industry," Bassil reports. Segments are designed to facilitate access to the MAiSPACE lay-in cable management system and are available up to 6 feet in length. A full line of fixed and movable tables and ergonomically designed seating is also available.

Construction features include 16-gauge cold-rolled steel framing for strength and rigidity during installation and when in use. "Knockdown and ready-to-assemble (RTA) framing components are equipped with self-leveling connections, which simplify moving elements into and throughout the call center building," notes Bassil. "This is a major contributor to fast installations and also contributes to the efficiency of handling the moves, adds and changes (MACs) that are typical to today's office environment."

Panel segments are constructed from 3.5-inch thick 24-gauge steel for exceptional durability and effective sound dampening. "This allows us to provide a .80 NRC and a 35 STC rating, the highest the industry," Bassil says, adding "our construction quality allows us to offer a lifetime guarantee."

Tacking Cabling Issues The MAiSPACE patented zone distribution system includes plug-and-play connectors, lay-in cabling and the largest cable capacity in the industry. With a 4-Circuit, 8-Wire system, it supports any network or power requirements needed by customers today, but is designed to grow and change with business. "Managing voice, data, and power cabling is a snap with MAiSPACE because cable runs are laid in behind lift-off panel segments, not bundled and fished through structural elements," Bassil says. "When needed, call center reconfiguration time is reduced from days to hours without disrupting the entire network."

MAiSPACE conforms to telecommunications industry standards for horizontal cabling systems in open offices. Standard belt line access and easily accessible consolidation points provide an interconnection between work area outlets and telecommunications closets creating a zone distribution system. Unrestricted cable pathway access simplifies changes to the existing network. Factory-terminated and tested modular cable assembles in copper or fiber support plug and play office reconfigurations. A wide variety of cable types are available to meet specific customer needs. "This includes Category 7 cabling, which is available for data-intensive and video applications, surpassing all current industry standards," Bassil notes.

Putting it Together Call centers are complex operations requiring maximum efficiency of operation and space utilization. To assist in this MAiSPACE offers a professional in-house design team to produce the best and most cost-effective layout not only to satisfy customers' current staffing demands, but also to plan ahead. "Our designers understand facility issues and employ the most appropriate product applications and space planning layouts," Bassil says. "This entails the use of the latest versions of AutoCAD and GIZA specifying software to achieve furniture and floor plans that are virtually fault free. Related to this are accurate detailed specifications, product lists and installation drawings."

Summing it up, Bassil comments, "Our objective is to provide customers with beautiful and functional offices without sacrificing affordability or performance. Moreover, we commit to meeting project time frames, quick turnarounds and fast resolutions to revisions. These services are free with a signed purchase order or order placement.