Architecture, Design & Construction

Completing over 9 million square feet of call center space has given us tremendous insight into the factors that lead to success, particularly in the area of architecture, design and construction. We have relationships with experienced architects, interior designers and space planners, and also work with the client’s in-house team and/or preferred vendors to ensure the success of each project. Through our Construction Management Services Partnerships, we can provide specifications for the client’s requirements, review proposed floor plans and interior finish requirements, and analyze building mechanical features, HVAC systems and security systems. We will ensure all costs for construction are bid competitively to provide the benefits of competition to the client instead of to the building owner. Our Construction Management Services Partnerships can assist the client throughout the entire course of the project to ensure completion on time and within budget.

The Ideal Call Center Floor Plan

The exterior of the facility is designed to attract employees and give them a feeling of pride with the company they are working for. The interior of the facility is designed to help retain employees by providing them with a spacious working atmosphere with as much natural light as possible yet designing the offices and modular furniture for optimum operational benefit. This means that the proximity of supervisors to customer service reps is as close as possible and that the supportive rooms such as the cafeteria, lockers and restrooms minimize the time the CSRs are away from the phones.

Key Design & Planning Issues for Teleservice Facilities

Labor, not real estate, is the most important driver in choosing the right location for a call center, but the right real estate is integral to the operation’s success. Our work on hundreds of teleservice facilities requirements gives us tremendous insight into the factors that lead to success, particularly in the area of architecture, design and construction. Below are some of the key design and planning issues we have identified that are critical to a successful call center/service center operation.

People Issues
  • Productivity of Employees
    • Efficiency
    • Attitude
    • Retention
  • Population Density
    • Workstation Configurations
    • Workstation at the Station
  • Orientation in the Space
    • Need for Flexibility vs. Boundaries
    • Sense of Scale and Height
    • Locations
  • Breaks and Smoking
    • Durations and Distances
    • Philosophies
  • Ergonomics
    • Need for Change
    • Chairs
    • Keyboard
  • Lighting Quality
    • Glare
    • Solar Insulation at Perimeter
    • Artificial Lighting
      • Amount
      • Direct vs. Indirect
    • Day Lighting
      • Glare
      • Opportunity Locations
  • Air Quality
    • Indoor Air Pollution vs. Ongoing
    • Air Freshness
    • ASHRAE vs. Code
    • Existing Building Concerns
  • Amenities
    • Food Service
    • Fitness
    • Break
    • Banking
    • Workstation Quality
    • Parking/Public Transportation
    • Childcare
    • Ceiling Heights
    • Core Locations
    • Lack of Borders
    • Ease of Reconfigurations
      • Walls
      • Electrical/Cable
  • Security Concerns
Operations Issues
  • Supervision of Stations
  • Human Resources/Hiring Functions
  • Flexibility in Planning
    • Understanding Workstation
    • Column Bay Spacing
    • Employee Safety
    • Corporate Terrorism
  • Food Service Functions
  • Security Concerns
  • Training Functions
Performance Issues
  • Cable and Power Trays
    • Planning for Optimal
    • Expansion and Growth
    • Capabilities
  • Maintenance of Surfaces
  • Uptime Reliability
    • Power Service
    • Reliability/Backup
    • UPS and Generators
    • Telecommunications
Initial Cost Issues
  • Amount of Space
    • Density Goals
    • Growth/Expansion/Acquisition
    • Space
  • Overall Public/Employee Image
  • Statement
    • Interior
    • Exterior
  • Finishes Quality
    • Durability and Image vs. Cost
  • Acoustical Treatments
    • Ceiling Walls/Furnishings
  • Parking
  • Power Distribution
    • Capacity
    • Quality
    • Reliability
    • Flexibility
  • Lighting
    • Daylight
    • Shading/Introduction
    • Indirect vs. Direct
    • Quality of Fixtures
    • Lighting Levels
Image Issues
  • Back-Office Operations Sites
  • Corporate Centerpiece
  • Interior Design
    • Adding Interest
      • Opportunity for Change
      • High Tech vs. Other Looks
Long-Term Real Estate Issues
  • Expansion Strategies
    • Minimizing Special Costs Risks
    • Outside the First Lease/Occupancy Period
    • Flexibility for Alternate Uses
    • Core Configurations for Subleasing
    • Spinning Off Building Inside Complexes