In redesigning SingTel’s existing call centre in Singapore, SCA Design have gone well out of the box to create multiple ways for staff to collaborate, and unwind. With this project, SCA Design (a member of the ONG&ONG Group) have deliberately eschewed all traditional notions of what a call centre should look like, while seamlessly integrating the concept of communication – SingTel’s core business – into both the functional and aesthetic aspects of the design.
Given the challenges typically faced by call centre employees, the design team wanted to create a workspace where excellent customer service could be delivered, and where the wellbeing of all staff was considered. With that in mind, the design incorporates huddle areas following the themes of Park and Playground, Home, Sports and Beach – which were chosen to convey the message that SingTel is an indispensible part of the lives of Singaporeans; these huddle areas serve as places for collaboration and special events, as well as for rest and relaxation.
In addition, the coaching rooms are inspired by the evolution of communication technology – from cavemen days up till the modern Internet Age – taking staff on a journey through time, while at the same time creating a less rigid and more informal environment in which training can occur.
Muted colours have been selected for the new workstations to provide contrast and greater emphasis to the huddle areas and coaching rooms, and columns are clad in either corkboard, blackboard paint or whiteboard material and serve as functional noticeboards.