Sykes Enterprises, Inc.’s Lakeland Call Center

  • Client Sykes Enterprises,
  • size 92,213 sqft
  • Year 2013
  • Location Lakeland, Florida, United States,
  • Industry Film / Media / Publishing,
  • Global customer contact management company Sykes Enterprises, Inc. has recently opened a new call center at the company’s Lakeland, Fla campus. Designed by Gresham Smith, the new environment is meant to improve the call center experience by focusing on collaboration, wellness, and staff efficiency.

    Some notes from the designers:

    “The 92,231-square-foot Lakeland Call Center renovation for Sykes Enterprises, Incorporated, is a three-building project on the company’s flagship campus in Lakeland, Fla. Its design creates an improved work environment centered on collaboration, energy, efficiency and employee wellness. It will serve as a prototype for future SYKES call center renovations.

    The modern, energetic space features open workstations and vibrant graphics, as well as plenty of employee-friendly amenities such as a café, break rooms and comfortable meeting areas. The design also aims to improve employees’ health, which can suffer as a result of the sedentary nature of call center work. Workstations are outfitted with ergonomic chairs and adjustable-height worktables, allowing employees to stand and move around the office while completing calls.

    The design team implemented the innovative DALI (Digital Addressable Lighting Interface) lighting control system throughout the center. The intelligent, low-voltage system includes rows of suspended lighting over workstations which turn on and off depending on time of day and adjust brightness level based on shifts in personnel. The fine-tuned lighting levels significantly reduce lumen output during the workday, resulting in energy savings.

    “GS&P’s designers studied many existing SYKES’ call centers to better understand their challenges related to function and aesthetics,” commented Jacqueline Russo, IIDA, LEED AP, principal interior designer at Gresham, Smith and Partners. “We are confident that the design introduced in the Lakeland center will facilitate improved employee health, satisfaction, retention and knowledge development as it’s rolled out at other SYKES call centers worldwide, helping them grow and solidify their brand amongst global competition.””

    DesignGresham Smith