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Call Centers

ADT Monitoring and Call Centers

Ranging from 45,000 to 90,000 square feet and averaging 335 call center workstations per facility, each project is unique in design and represents exceptional value to the client relative to its operations and employee recruitment/retention. All projects were designed, permitted, and built in a compressed fast-track time schedule, with close cooperation between developer, owner, architect, and contractor.

Typical building systems include packaged rooftop HVAC units with zoned controls, emergency generator and UPS systems, voice/data communication systems, as well as coordination with ADT’s fire, life-safety, and security systems. Monitoring centers included concrete bunkers constructed around critical technological and electrical components designed to withstand up to 200-mph winds. To date, monitoring and/or call centers have been designed in the following locations:

  • Denver, Colorado
  • Jacksonville, Florida (3 Buildings)
  • Rochester, New York (2 Buildings)
  • Omaha, Nebraska
  • Indianapolis, Indiana

Related Services: Architecture | Engineering | Planning

American Express Regional Operations Facility

RS&H master planned the development of a new 60-acre Regional Operations Center that would ultimately accommodate 700,000 square feet of Class “A” office space. Following completion of the master plan, the RS&H team designed and documented the Phase I facilities that amounted to 350,000 square feet, which included 1,200 call center workstations. The building was designed and constructed in 18 months.

The campus effect of this office development is attributed to the facility’s broad pedestrian plazas and the extensive landscape buffer zones along the site’s perimeter pedestrian corridors, entry zones, and parking areas. The landscape architectural program objectives were to ensure that the building and site functions, including pedestrian and vehicular circulation, were integrated in an orderly, safe, and aesthetic manner.

The broad pedestrian plazas, with their foundational plantings and ordered tree bosques, afford office employees attractive, comfortable environments to enjoy fellowship and outdoor dining. The pedestrian plaza and the two formal reflecting pools along the primary site entrance repeat the linear elements in the architectural design.

Related Services: Architecture | Engineering | Planning

PHH Mortgage

The project is a build-to-suit, three-story, single-tenant building in a suburban office park with 150,000 square feet of leasable space. PHH will operate the call center with approximately 700 full-time equivalent employees. Interior bay sizes are coordinated with PHH workstation standards. Ten-foot ceilings with indirect lighting provide a comfortable environment for open office areas. The site was master planned and permitted to include a second 90,000-square-foot building.

Project amenities include a full-service kitchen and bistro style café for employees, fitness center with lockers and showers, “mother’s room”, and a wellness center. Construction is steel frame with load-bearing concrete tilt-wall exterior. HVAC is provided with roof-mounted package units. Emergency generator and UPS power is provided to support a data center and the call center. Total design/construction time was 15 months. Upon completion, the PHH Mortgage Building was only the tenth private-sector facility to achieve LEED certification in Florida and the first in North Florida.

Related Services: Architecture | Engineering

Prudential Insurance South Central Home Office

RS&H designed the renovation of approximately 400,000 square feet of office area in Prudential’s Plaza One Building. Renovation included training rooms, lounge areas, conference rooms, mail rooms, and large open workstation areas. In Plaza Two, approximately 100,000 square feet of the renovated space was for Prudential’s Customer Service Office (CSO) which includes 700 call center workstations. The Call Center itself is divided between five floors of the facility.

Related Services: Engineering

Campus USA Headquarters

RS&H designed this headquarters facility to reflect the strong, stable culture of this financial institution. The 11-acre site was master planned to accommodate future development needs, including a parking garage and three additional buildings. The site also features a formal plaza to the south and an informal garden to the north.

The headquarters features a three-story structural steel building with a brick facade and a hipped metal roof. The design reflects the credit union’s association with the nearby college campus and uses the vernacular prairie school style.

In addition to the headquarters building, there is also an adjacent 4,500-square-foot branch facility. Both buildings are designed to create a cohesive campus environment and accommodate the credit union’s growth for the next 20 years.

Related Services: Planning | Architecture | Engineering

ADT Dealer Account Center

RS&H provided site planning, civil engineering, landscape architecture, and permitting efforts for the 10.8-acre new call center for ADT, which included an extensive site plan approval and master plan evaluation by the local municipality. The building’s design was influenced by a prairie-style theme and was designed horizontally to contrast with the vertical mountains to the west, creating a compelling view for employees and visitors alike.

Office work areas were designed as large, formal, and open spaces with high ceilings, indirect lighting, and large-scale wood columns to provide work environments that are spacious and comfortable for employees. A separate conference facility within the building offers meeting and support facilities for on-site seminars with staff or with visiting independent ADT dealers.

Building materials include brick and stone exterior with cast stone copings and accent trim, aluminum window framing, EPDM single-ply roof, and standing seam metal roof. Building systems include packaged rooftop HVAC units, emergency generator, and UPS systems. RS&H also designed voice/data communication systems, including connections to an existing building, and coordinated furniture selections.

The project included a separate 3.2-acre, 227-space parking lot for an adjacent existing ADT office building, as well as extensive landscape, hardscape, and water feature renovations to an existing 2.5-acre city park between the new and existing office facilities.