The modern call center of the twenty first century certainly has evolved over the past few decades. From an institution that most likely began informally in the 1960s or 1970s as scattered telemarketing agencies, the call center has expanded to include widely varied industries that require massive customer service and outreach. The companies that use call centers range from small charity organizations to global telecommunications companies. While the size and scope of these call centers varies, the technology they use gives them a common look and operational focus.

The modern open source call center can resemble a large maze occupying an entire floor of a massive high rise building, or it can be comprised of a few cubicles occupied by a handful of employees. Call center representatives wear wireless headsets, rather than using the bulky multi-line hand held phones of yesterday, which enables free use of their hands for multi-tasking purposes such as typing information and pulling up files from the computer database. Central tracking software allows waiting calls to be distributed in the order received evenly among call center representatives as well as documenting the amount of time spent on each call in order to gage productivity.

Small desktop computers are connected to dual flat screen monitors which provide the capability of viewing several files at once while freeing up desk space with their compact size. Work surfaces can be adjusted according to one’s height while ergonomically designed keyboards enable the user to type faster and more comfortably than ever before. Comfortable, adjustable swivel chairs on small wheels allow for flexible and quick movement in a small space while providing adjustability according to personal preference.

Filing cabinets have nearly been eradicated from the modern call center environment in favor of compact computer databases capable of holding all necessary files. This innovation makes the practice of using tons of paper practically extinct in the interest of preserving natural resources and making information more accessible.

Cubicle walls are about half the height of a normal wall to accommodate easy communication between employees when necessary and an unobstructed view of the entire area when standing, while still providing a modicum of privacy for individual tasks. Cubicle walls are free standing and can be moved according to the changing needs of the center. Managers and supervisory employees typically have their own, larger offices separated from the main floor area by glass walls and containing the coveted window for natural lighting and outside views.

The water cooler area is still alive and well, functioning effectively as a short relief from repetitive tasks, but the modern call center’s break room offers a wide array of snacks, beverages and lunch items in computerized vending machines, with microwaves, refrigerators and coffee machines available for employee use. The break room offers a welcome respite from what can be intensive work dealing with sometimes less than receptive callers.

Today’s modern call center enables more efficiency and productivity than ever before, generating a larger number of satisfied customers and propagating more business, which will lead to more advances in the field of customer service. In this age of communication, we can only expect the modern call center to keep expanding.

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