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Teleperformance 西安办公室1F
Teleperformance Xi’an Office 1F
空间 现代办公空间 4128 7 2017-07-07
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Chinese / English
作品简述
Teleperformance成立于1978年,是目前全球最大的外包呼叫运营商,外包呼叫业务涵盖电信、金融、保险、电子商务、媒体、IT、能源设施、旅游、制造、物流、制药等各大行业,其业务遍及全球50个国家;全球客户超过1000家,拥有268个客户联络中心并可提供66种语言及方言服务;每年客户联络超过10亿次.随着公司的不断发展,迫切需要增加新的办公站点来满足客户增加的需求。 Teleperformance西安办公室位于西安电子软件园的2000平米的呼叫中心,计划容纳超过450个呼叫代理的工位,特别为UBER公司提供专用的CRM服务。整个设计分成前台,开放式呼叫代理层,相关设施培训室,接待区及面试区和休息/支持区共5个区域。这里有呼叫代理,外部实习生和面试人员等等各种类型的使用者,因此,为了维持整个办公场所的监控,一个非常好的交通流程和安全控制规划是非常必须的。
用户价值
由于复杂的功能性和私密性区域要求,主要功能分成以下5个部分: - 前台和配套功能 - 有450个工位和储物柜的呼叫代理处 - 有2个培训室的培训设施处 - 前台大厅及面试区 - 包括会议室和小型私人会议地,思想共享室 设有2个培训室以方便对外提供培训服务,除呼叫工位以外,另设有2个小型会议室,以方便内部问题能得到更好的沟通解决。由于本层人员较密集,本层设有员工储物柜近1100余个,及可同时供75人休息饮食的茶水间。开放办公区、面试区、管理人员办公区分别有独立的门禁系统,因此有一个公共走道,以不影响各部门正常工作。这样设计可以科学的控制人流及办公室安全,同时也能便于对公司运行的管理。解决了项目因为办公人员密度较高造成的枯燥凌乱,噪音等问题,满足办公空间的使用功能。 在前台和餐厅里,采用色彩来设计一个生动灵活的氛围,在接待中使用了大量的喷漆玻璃,红色的色块使用给每一位访客一种专业的、现代的感受。 餐厅选用充满活力的色彩,营造一种充满活力的感觉,色彩不仅给人带来了巨大的视觉冲击,而且对员工的精神产生积极的影响。采用吊打照明营造一个轻松的、充满活力的氛围,激发工作动力,从而提高工作效率。同时在餐厅选用吧椅和普通座椅等不同的座椅模式来给员工带来不同的交流体验。实验室位于中央核心区,人们可以在这里见面,聊天,并能够很好的沟通。短暂的,呼叫代理之间自发的讨论都可以在这里进行,这里为大家提供了一个宽松愉悦的环境。它是由2层枫木吧台组成,因此人们可以面对面的进行交流。
商业表现
Teleperformance西安分公司的投入运营,使得Teleperformance互联企信成为中国市场上最具竞争力的语言服务解决方案供应商。让Teleperformance互联企信如虎添翼,由于Teleperformance公司客户的行业跨度较大,呼叫中心实行24小时轮流工作制,全天候为客户服务,所以本次的设计使办公室显得轻松活泼,让员工能有一个愉悦的心情,为客户带来更综合、更全面的服务。这也正好符合Teleperformance的“激情成就卓越”。
社会影响
Teleperformance作为全球最大的外包呼叫服务商,一直在着力于吸引和留住最优秀的人才,并提供最佳的工作环境,激励着在世界各地的团队,TP员工正是在这样的环境下得到进步并用心服务着每一位客户,从而使TP得到快速的发展,及收获着更多新老客户的肯定和赞许。Teleperformance西安分公司站点能够立项及投入运营,说明Teleperformance已得到社会各界及客户的认可,对Teleperformance在中国更多元化、可持续的发展起到了至关重要的作用。
团队组织
该项目从立项到完工期间共有四位全职职人员参与,分别负责装饰设计、机电设计、项目经理及设计总监的整体规划协调。装饰设计在项目立项之初就开始跟进,提供设计方案与客户进行实时沟通联系,以便快速进入施工阶段。在设计之初会先提供概念设计供客户选择,来确定客户的装修意向,然后会紧跟着作出3D效果图及找出所用装修材料,方便客户更直观的看到装修效果,平面布局也会同时作出调整,使之更加完善的保证客户需求及在使用时的便捷性;机电设计紧跟装饰设计,在保证办公室美观舒适的情况下,给办公室作出最佳的运行系统;在施工当中项目经理会在现场全程跟进以便随时发现问题并得到有效解决;项目总监会在整个过程当中起到引导及整体把控的作用,使整个项目能有条不紊的进行,确保项目能按时完工、保证美观及质量。
流程方法
1. 该项目装修设计共500万元,历时2个月投入使用。 2. Teleperformance西安新办公室装修工程的室内设计全部由DPWT室内设计组完成。 3. 办公室的具体设计流程如下: 1) 现场勘察及与业主沟通:DPWT人员通过施工现场的勘察,了解了现场的情况。通过与业主的沟通,了解业主的需求,为设计构想做准备。由于是改造项目,布局设计和机电设计还要同时兼顾现场情况。 2) 平面图与效果图制作:DPWT室内设计组根据现场勘察和与业主沟通的结果,先进行了平面图和效果图的制作,在内部评审完毕后,提交给业主审核,在与业主多次沟通后,得到了业主的认可。 3) 施工图的制作和装修材料的选择:根据业主认可的平面和效果图,制作施工图;由于业主的预算资金有限,室内设计组在材料的选择上下了很大的功夫,在满足设计效果的基础上,选择环保的材料,因为是分期分批施工,完成后会马上投入使用,且工地旁边都是办公区域。 4) 施工阶段:DPWT在此阶段,积极配合施工单位,对现场发生的有关设计方面的事情,及时解决。每周召开工程例会,发表进度报告,按现场实际情况及时更新设计图纸。 5) 竣工及投入使用:工程顺利竣工,装修效果达到了预期,投入使用时,得到了顾客的认可。
项目投入
该项目在立项到竣工总共花费时间2个月左右,从项目的现场勘查,到设计阶段的与客户多次沟通确认,再到项目的施工及竣工验收,我司人员一直保持着与客户沟通的即时性。这次项目的时间紧任务重,最终仍能按期完成,并得到客户的肯定,足以说明我们是一个非常成熟的设计团队。
达成情况
1. 该项目完工后,业主对装修效果、设备性能、环保、安全、工期控制等给予了充分的肯定和赞许。双方继续合作的成功,为DPWT和TP将来的长期合作做了很好的铺垫,DPWT与业主结下了非常牢固的合作关系和友谊。 2. 该项目的设计效果,在业界起到了很好的广告效益,DPWT的出色工作能力也给业主的客户留下了非常良好的印象。为DPWT在与其他公司合作的项目上提供了潜在商机。 3. 该项目已是TP公司在国内的另一个成功的样板工程,为以后TP公司装修标准的制定起到了指导和加强作用,同时业主表示随着为其他更多的客户公司服务,这些更多成功的合作项目经验也得到更多的体现与认可。并希望双方以后有更满意的合作,期待DPWT继续为他们提供优质的设计及施工服务。
Project Description
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 area in Xian. This office, offering CRM service for UBER, provides training, client meeting, recruiting purpose and a call centre. This office can accommodate over 450 agent seats and the function can be summarized into five major components including reception with recruiting function support, training rooms, 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.
User Value
The productivity is increased by a well organization of functions and a clear circulation. The functions are divided into five main categories-reception, 450 agent call center with locker room, 2 training rooms, reception and the meeting rooms. The two training rooms provide training services support. 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 the canteen area, vibrant tone colors enhance the spatial quality and create a high-energy feel. The color not just deliver a great visual impact but also have a mental influence to staff. The pendent lighting provides a relaxing and energetic ambience which can stimulate the working momentum and thus increase the productivity. There are different seating modes in the breakout area with bar chairs with normal seat which can create variety of discussion choice. The Lab is located at the central core area where people can meet, chat and encourage having social integration among the call agents. Short, spontaneous discussion among call agents can be held here which provides a relaxed and inviting environment. It is comprised with maple bar tables with 2 levels, thus facilities people facing each other.
Business Performance
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.
Social Impact
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.
Team Structure
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.
Flow
1. The construction fee is 5 million with 2-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.
Project Investment
The project inception to completion is in an extremely tight schedule of 2 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.
Project Achievements
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.
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DPWT Design Ltd
北京
arthur@dp-wt.com
010-6426 5562
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