Call centre communication system

Call centre communication system

We collaborated with the CEO of Polaris Communications to develop the Soundshield call centre communication system using Polaris’ patented Soundshield technology, that prevents acoustic shock and long-term noise exposure. The communication system incorporates sound data that is exported for analysis to monitor and control noise levels in contact centres.

Summary

Industry
  • Safety & Industrial
Expertise
  • Industrial Design
  • Systems Engineering
Awards
Good Design Award

Project Details

Project Details

We worked with Polaris and strategised the system configurations that would be needed for the different markets they were targeting with their Soundshield technology. We leveraged this opportunity for Polaris, across a range of models with distinct feature sets and price points for different customers.

We realised that by utilising a large touch screen we could integrate the ‘buttons’ into the screen for more flexibility in the interface, simplifying the features and achieving a cleaner aesthetic.

We used anthropometric data and prototypes to assess the ergonomics and to define and develop the form of the headset and headset ear hook. It was important that the headset was comfortable for people to wear. We made sure it would fit across a wide range of head shapes and sizes.

Project image
Outerspace designers visited contact centres to analyse the user experience, observing operators engaging with customers and communications technology. Insights into desk environment, cable management, function use frequency and hierarchy, operator priorities, frustrations, training interventions, common errors and physical safety issues informed our development.
Unit front view
Unit back view
Unit ad example on black, with elegant lighting
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Headset showing microphone arm
Concept art
Unit split into the alternative over-ear mount, instead of headset
Release latch on the back of the headset
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