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illbruck-sonex noise
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Time Warner Creates
Productive New Call Center
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Creating a worker-friendly call center was a priority when Time Warner Cable decided to consolidate its telemarketing operation into one office at the Albany, New York, headquarters. From the start, customer service and sales representatives (CSSRs) were concerned about the move, which would take them from familiar, decentralized quarters to a single, wide-open room with few windows and a lot more office traffic. With all of the added noise, how were they going to concentrate when they were on the phone? |
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The architect firm working on the renovation, C.T. Male Associates, P. C . , of Latham, NY, understood the workers' concerns and went beyond the usual steps to create a call center that was both welcoming and efficient.
" We were moving employees from a variety of environments into a single location that seemed smaller than their current locations," explains Jeff King, Time Warner's Albany Division President. "It became easy to ‘sell' our employees on the new facility once they were able to see we were using new and specialized materials, and were working to develop an environment that would be comfortable as well as productive."
Rosemarie Carangelo, project architect, worked closely with the staff at Time Warner when coming up with a way to control the noise level in the new space. The problem, she explains, was how to control noise in an open 30- x 50-foot space arranged in four rows of 10 workstations separated only by 42-inch-high partitions.
They decided to install illbruck's CONTOUR Ceiling Tiles directly above the workers' cubicles, which dropped the ceiling from more than 10 feet to 9 feet. Reducing the ceiling's height helped control noise and also created a feeling of intimacy at each work station. Available in a variety of styles and colors, CONTOUR Ceiling Tiles can be mixed and matched to create myriad patterns.
The call center has been a success with workers at Time Warner, who benefited from Carangelo's ability to understand their needs. "When developing a work space for people, it is important to consider the psychology as well as the mechanics of their work," says Carangelo. "I interviewed and observed a number of CSSRs for this project, and I literally put myself in their place. There you are on the phone working with a customer. What do you do? You lean back in your chair, tip your head upward and look for a visual diversion as your mind races through all the responses you've been taught for resolving customer concerns. "
illbruck manufactures a broad range of attractive acoustical ceiling tiles, wall panels, baffles, and other noise control products for commercial and industrial applications, including: SQUARELINE® Metal Ceiling Tiles, HARMONI™ and WHITELINE™ Ceiling Tiles, CONTOUR® Wall and Ceiling Tiles, FABRITEC™ Wall Panels, SONEX® Wall Panels and Baffles, and PROSPEC® Barriers and Composites.
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salesinfo@memtechacoustical.com
Memtech
Incorporated,
9033 General Drive, Plymouth, MI 48170
Phone: 1-800-634-4471 or +1 (734) 455-8550
Fax: 1-800-634-4472 or +1 (734) 455-8552
Email:
salesinfo@memtechacoustical.com
