New call centre for Telstra from Lend Lease
Telstra's call centre in the new Docklands precinct combines good design practices and an innate understanding of what brings out the best in the largely Gen Y contact centre workforce.
The driving concept is an integrated campus - a place where staff can get away from their computers and interact with colleagues. This was brought to life through breakout spaces, flexible workspaces with abundant natural light, 360-degree views of Melbourne's Docklands and a staircase that is the heart of the space.
The design focused on three key aspects - connectivity, acoustic buffer zones and work points. At its heart is an open, interconnecting stairwell that links the social hubs across multiple floors. Game zones, lounges, massage beds, pool tables, internet hubs and garden spaces are located next to the stairs to create a relaxing and inviting place for employees to unwind during their breaks.
Creativity is valued and employees are encouraged to customise their surrounding through wall finishes they can write on, pin to and brainstorm with. Soft furnishings are easily moved and reconfigured into informal meeting spaces while the placement of touchdown areas fosters communication and information sharing.
All work points are located against the window perimeter, giving staff access to natural light and unobstructed sightlines across the floor. This arrangement aids in the interaction between staff members and connectivity between teams, while helping to foster a sense of camaraderie. Meeting rooms, training facilities and utility spaces are centralised within the building and scattered evenly to give all staff equal access.
As noise and acoustics are important considerations in a contact centre environment, the design includes a ‘buffer' zone to control ambient noise. The buffer zone includes the noisier areas such as core circulation paths to lifts and amenities, greeting or touchdown lounges and all utility and storage facilities.