Creating a comfortable space for a newly merged call center
After the merger with Fleet Bank, Bank of America consolidated its National Help Line Call Center under one roof. Created from renovating 38,000 square feet of leased space in a low-rise office building in Boston, Massachusetts, the call center houses over 200 associates who are on phones all day answering calls from branch personnel throughout the United States. The topics range from sensitive customer information to internal system how-tos. With plenty of experience running call centers, Bank of America Vice President, Ted Klemm set a goal, an environment where associates could collaborate but have privacy in their phone conversations.
Several of the planned design elements from the renovation would contribute to workplace comfort and visual appeal but would be detrimental to workplace acoustics. One such element was hard, sound-reflecting windows to provide as much natural light into the open plan area as possible. Walls and new domes, fashioned to look like skylights, also reflected sound. The requirement to re-use existing 42” cubicle partitions, while facilitating worker collaboration, would further degrade workplace acoustics.
Bank of America hired an acoustical consulting firm, to evaluate the space and make recommendations. Several noise reduction techniques were suggested along with the inclusion of a sound masking system. Bank of America installed the appropriate building materials, (e.g. fiberglass ceiling tiles) to absorb sound, arranged the placement of workstations and walls to block as much sound as possible and installed a Qt Quiet Technology™ sound masking system from Cambridge Sound Management to cover-up distracting conversations and other workplace sounds.
It is very quiet
The addition of a Qt Quiet Technology™ sound masking system, along with incorporating the consulting firm’s noise reduction recommendations, created a pleasant and highly productive work environment at Bank of America’s National Helpline Call Center. While most associates do not even notice the system when probed they offered comments such as “it helps me concentrate,” “I am much less self-conscious of my voice,” and “even though there are a lot of people talking, my cubicle is very quiet.”
Biamp® is a leading provider of innovative, networked media systems that power the world’s most sophisticated audiovisual installations. The company is recognized worldwide for delivering high-quality products and backing each one with a commitment to exceptional customer service.
Recipient of the Frost & Sullivan 2018 Global Installed Audio Conferencing Enabling Technology Leadership Award, Biamp is dedicated to creating products that drive the evolution of communication through sight and sound. The award-winning Biamp product suite includes: Tesira® media system for digital audio and video networking, Devio® collaboration tool for modern workplaces, Audia® digital audio platform, Nexia® digital signal processors, Vocia® networked public address and voice evacuation system, Cambridge® sound masking solutions, and loudspeakers for installed sound applications from Community Loudspeakers® and Apart Audio®. Each has its own specific feature set that can be customized and integrated in a wide range of applications, including corporate boardrooms, conference centers, huddle rooms, open floor environments, performing arts venues, courtrooms, hospitals, transportation hubs, campuses, retail, hospitality, military and government, and multi-building facilities.
Founded in 1976, Biamp is headquartered in Beaverton, Oregon, USA, with additional offices around the globe. For more information on Biamp, please visit www.biamp.com.