As a major operator of call centres, BT commissioned ZZA to study 20 reputed call centres of third party organisations. Documenting and analysing their designs as a systematic evidence base, we distilled the principles best aligned to community, flexibility, indoor environmental experience, and value for money. BT used this strategic brief to procure a new call centre in Lincoln.
Post Occupancy Evaluation
ZZA’s numerous POEs for BT covered multiple buildings and comparisons between them. We researched user experience at Stockley Park, Atlantic Quay in Glasgow, Edinburgh Park, Castle Wharf in Nottingham, Parkside in Coventry, Shrewsbury Town Hall and Mondial House in London. We also undertook methodological comparisons of alternative research methods. This evidenced the differential results of online self-responses, structured face-to-face interviews, and research clinics, with the most instructive outputs derived from face-to-face research.