Comcast 24-Hour Call & Dispatch Center

Comcast Voorhees is a former data center turned 24-hour staff call and dispatch center in Voorhees, NJ. The new call center was coined as the “CommOps” office and is the first of its kind. Comcast’s goal was to highlight the importance of customer service with the renovation, emphasizing that if employees feel valued, then they are more likely to better service the customer.

Employee engagement and satisfaction played a critical role in the renovation. NORR designed collaborative spaces with soft seating, providing opportunities for employees to step away from their desks. Large scale TV walls, displaying the latest channels, movies and call center metrics were integrated into the design of the open office. The overall design concepts included open ceilings and industrual decorative lighting while paying close attention to the acoustics of a call center environement. The renovation incldued a network operations center (NOC) along with a situation room. Convenient amenity spaces included a “grab and go café” which provided food services for the 24/7 operation. The space also featured a training center and various meeting rooms.

NORR worked closely with Comcast to develop a new way of thinking about call center design through this project. The goal was to create a Call Center environment that fully engaged the staff by providing them with a relaxed and authentic environment. Spaces were strategically located within the environment allowing for an efficient and effective workplace. The use of graphics enforced the Comcast brand while encouraging the best customer service possible. NORR’s attention to detail with fabrics, finishes, furniture and lighting created inviting spaces for employees to become fully engaged, collaborate and to recharge.