After merging with Fleet Bank, Bank of America consolidated its National Help Line Call Center under one roof. Created from renovating 38,000 square feet of leased space in a low-rise office building, the call center houses over 200 associates who spend all day fielding calls from branch personnel throughout the United States. Bank of America wanted to create a collaborative environment that also allowed employees to conduct calls without disruptions.
Unfortunately, several of the planned design elements for the renovation that would contribute to workplace comfort and visual appeal would also be detrimental to workplace acoustics. Solutions needed to be integrated within the design to compensate for these elements in order to create a space conducive to both collaboration and focus. Fortunately, by working with professionals wellversed in sound-dampening materials and, most impactfully, implementing the QtPro sound masking system from Biamp, Bank of America were able to achieve its ideal workplace.
SOLUTION:
Design elements from the renovations that negatively impacted sound quality included hard, sound-reflecting windows and existing 42” cubicle partitions which, while facilitating worker collaboration, further degraded workplace acoustics. To combat this, Bank of America hired an acoustical consulting firm to evaluate the space and make recommendations for how to make the space more suited for the needs of the company.
Several noise reduction techniques were suggested, in addition to the inclusion of a sound masking system. Bank of America utilized sound absorbing building materials like fiberglass and ceiling tiles within their redesign, arranged the placement of workstations and walls to block as much noise as possible, and installed the QtPro sound masking system from Biamp’s Cambridge line of sound masking solutions to cover-up distracting conversations and other workplace sounds. The combination of all these factors resulted in a space that met Bank of America’s desired requirements.
CONCLUSION:
The addition of a QtPro sound masking system, along with incorporating the consulting firm’s noise reduction recommendations, created a pleasant and highly productive work environment at Bank of America’s National Helpline Call Center.
While most associates don’t even notice the system, when asked they offered positive comments such as “it helps me concentrate,” “I am much less self-conscious of my voice,” and “even though there are a lot of people talking, my cubicle is very quiet.”
Of course, the fact that employees don’t actively notice the sound masking means it’s working exactly as it should, creating an environment engineered for comfort, focus, and privacy.
A graduate of DeVry Institute of Technology, Doug has been in the Technology industry since 1976 and actively oversees Fearing’s daily operations. Along with his wife, Lois, and three others, Doug started Fearing’s in a 600 square-foot facility in Portage, Wisconsin. In the 25 years since, the company has grown to over 30 employees with offices in Madison and Milwaukee, Wisconsin. Doug likes to say he’s a “TV Technician with a dream� going back to his history with the family’s original business-Fearing’s TV and Appliance.
Doug values time with family, watersports, hiking, snowshoeing and skiing. In addition to being a devoted member of his church, Doug serves as Board President for Kinship Mentoring of Columbia County, Board member of Schools for Haiti and Scripture Chair of the Gideons-Portage camp.
A graduate of MATC, Lois oversees Fearing’s daily book keeping along with various HR responsibilities.
Along with Doug, Lois is deeply connected to community outreach, serving as a Board member and Fundraising Committee Chairperson for Kinship Mentoring of Columbia County. She also serves on the Schools for Haiti Fundraising committee. In addition, Lois’ ongoing passion and commitment to provide care for the elderly comes from her 10-year history of working in a Reedsburg, Wisconsin Nursing home.
Lois enjoys singing, hiking, sunny days on the pontoon, and spending time with her 4 grandchildren.
Ehren drives Fearing’s technology by continually seeking out trends to enhance capabilities while supporting Sales, Engineering and Installation teams. Throughout his years with Fearing’s, Ehren’s talent and vision have joined forces to create a wide variety of projects and strategic solutions that exceed expectation.
Ehren loves music, family time, movies, nature, sustainability efforts and electric vehicles.
With 10 years with Fearing’s and over twice that long in the industry, Ben continues to lead, coordinate, and develop the Commercial AV team.
By consistently delivering an outstanding experience and outcome, Ben contributes to the Fearing’s legacy of long-lasting partnerships that truly make a difference. Whatever the Commercial AV need may be, Ben and team deliver at the highest level.
Ben is an avid fisherman and photographer. He enjoys coaching his sons and other youth.
Chris has been with Fearing’s for 20 years and in the industry for over 2 decades. As a Certified leader in Sales Acceleration and trained in EOS (Entrepreneurial Operating Systems), Chris successfully utilizes his skills to lead the Fearing’s Salesforce. Chris and team are motivated and driven to develop new client partnerships while continuing to reinforce loyal long-term relationships with ongoing Service excellence.
Married for 19 years with 3 children, Chris enjoys skiing, hiking, fishing, boating, hunting, camping and golf. He’s also been actively involved as a Youth Football and Softball coach for his family and others.
