Teleperformance, a multi-national company established in 1978, is one of the largest company in the world to provide call centre services to various giant companies from various sectors including telecom, finance, insurance, electronic business, IT, energy saving, logistics…etc. Teleperformance’s business covers over 50 countries with more than 1000 clienteles and can provide 68 different languages to the 268 clients. With the rapid growth of business in China, new offices are required to set up to meet this urgent growth in different locations of China.
Teleperformance Xian office is located at the software park in Xian. This office, with area of 3650sqm, provides training, client meeting, recruiting purpose and a call centre. This office can accommodate over 500 agent seats and the function can be summarized into six major components including reception with recruiting function support, training rooms, administration office, canteen and call centre. As the function are complex with different concern on the security issue, a good circulation route is a prime concern to ensure a good functional organization and security surveillance.
The productivity is increased by a well organization of functions and a clear circulation. The functions are mainly divided into 6 categories- reception, training rooms, interview rooms, management office, breakout area and supporting functions A special security checking device is installed at each entrance at this floor for surveillance concern. For the spatial planning, all public access area like canteen, locker rooms are gathered next to the small reception for easy control. Such well spatial planning can increase the productivity and strengthen the security surveillance control.
In order to have a lively atmosphere for a better working and wellness environment, the design have highlighted some accent color to the wall, column, carpet. The wall at meeting room, call centre and all public area including corridor, breakout area and canteen are decorated with posters and slogan. This can cheer up the working spirit and enhance a wellness atmosphere to the staff. Ultimately, a much more vivid ambience to of an energetic working condition is achieved.
The provision of Cantonese and Mandarin service to the customer in this call centre strengthen the competitive edge in the commercial market in nowadays China. With the diversity of the business nature and the concern of the customer services, all giant companies need to have a very good connection with their customer, particularly through the telephone verbal enquiry. Such increase in the language provision makes Teleperformance becomes the most powerful service provider in the current market.
The call center is running in a long working hour mode to provide services to all customer in different time zone. Such long hour working pattern call for a more relaxing and energetic working environment to maintain a high spirit passion. Therefore, a large breakout area with different seating mode (bar table, low table and normal table) are provided. The vibrant color and poster become a major theme in the office. Rainbow color are used for the cabinet in the breakout canteen, slogan is set in the corridor and working area. All these accentuate a passionate environment and culture.
Teleperformance always provide a nice and wellness working environment to attract and retain the talent staff. As a responsible company, Teleperformance will provide a large amount of working opportunity to the fresh graduate university students in Xian and transform these young people into a passionate and hardworking people. Each employee can learn and achieve their best in this open and promising company. Besides, the diversity of the provision of different languages in the call centre have a positive significance to the social and economic growth of China.
The project is in charged by 4 core teams including interior, E/M, QS and project management. In the beginning, the design team will work closely with client to provide options of layout, 3D rendering, material sample to settle the design proposal. Once confirmation is granted, the project management team will work with E/M engineers and QS to have construction drawing and quotation for client approval. During construction stage, onsite construction manager will closely monitor the project progress to ensure due completion. Regular and ad-hoc meeting will arrange to ensure good communication to solve site problem.
1. The construction fee is 10 million with 3-month construction time
2. The interior fitting out part of the Teleperformance Xi’an Office is designed by DPWT Design Ltd.
3.The design process of the office is as follows:
1) Site inspection and discussion with client: DPWT carry out site inspection to have an understanding of site condition. Communication with the client to understand their needs and prepare the onwards design concept.
2) Layout plans and renderings: According to the result of site survey and the communication with the client, DPWT then prepare the drawings and renderings with internal review. The final confirmation is granted after around 3-4 presentations.
3) Construction drawings and selection of materials: the construction drawing was prepared after the approval of layout plans and renderings by client.
4) Phasing of construction: regular site inspection is conducted in weekly basis
5) Completion of construction and opening: the final outcome receives a very positive feedback from client.
The project inception to completion is in an extremely tight schedule of 3 months. During this period, numerous meeting, presentation and discussion are carried out at the same among designer, engineer, PM, client and other vendor including furniture, carpet, security. The due completion of this project is a strong evidence of a well-organized project and design team.
The final outcome of this project receives a very positive feedback from client and the other Teleperformance office in different locations in China adopted this new type of workplace model.
The success of this project not only enhances DPWT's status in the client side, but also underpinning a good cooperation foundation between the two parties in the future.
The design effect of this project, not only acts as an advertising project to showcase DPWT design ability, but also provides the potential business opportunities for DPWT in joint projects with other companies. This design become a model for Teleperformance office and set up an indication guideline for the other office in Asia Pacific to follow.