Our client had a portfolio of 5 contact centres across the UK with varying levels of consistency and standards.

There was a need to develop a data-backed and holistic workplace strategy across the pillars of Human, Physical, Digital & Sustainability (HPDS) that could be applied specifically to one of their sites and used as a blueprint for the future.

Our Approach

Our team carried out a discovery phase including leadership alignment, expert interviews and a mixture of in-person and virtual focus groups, along with a workplace survey to all employees and a site visit.

We set up and chaired a Working Group consisting of key functional leads from areas such as Technology, DEI, Sustainability and Finance to drive actions and decisions.

For this project, we also seamlessly procured and partnered with the right architects to deliver the design alongside the wider, more holistic strategy.

Outcomes

• Development of a synthesised research report documenting all data gathered during the discovery phase.
• A workplace strategy to be used as the future workplace blueprint across the portfolio, including key insights and workplace principles.
• Development of a concept design consisting of a Kit of Parts, test fits, look & feel, brand interpretation and furniture and material moodboards.