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Challenge
Reimagine Metro Bank’s contact centre, to deliver an energised environment and unrivalled experience for their employees.
Insight
By involving Metro Bank’s people from the start, we developed bespoke solutions that suited their unique needs and objectives.
Solution
Moving away from traditional working, the new open-plan environment encourages movement, collaboration, productivity and shared learning.
We worked with Metro Bank to reimagine the future of their Bristol contact centre, AMAZE Direct. The new energised environment is designed to give something back to their employees.
A business transformation
Metro Bank, the UK’s first challenger bank, is a growing organisation that prides itself on providing a strong company culture. It’s renowned for its belief in ‘people-people banking’. As part of Metro Bank’s digital transformation, they wanted to open a new contact centre in Bristol – ‘AMAZE Direct’ – a space where employees can connect with their team, brand and customers differently.
The financial sector is fiercely competitive. So, for Metro Bank, it was crucial to move away from their traditional office and deliver an unrivalled working experience for their employees. They wanted to encourage a sense of belonging, progression and growth within the company while attracting top talent.
The new office space needed to embody their company values:
Attend to every detail
Make every wrong right
Ask if you’re not sure – Bump It Up!
Zest is contagious – Share It!
Exceed expectations
Inspire colleagues to create fans
Nurture colleagues so they grow
Game change because this is a revolution
Creating a sense of brand connection
What sets Metro Bank apart is their dedication to ensuring their people feel a sense of belonging.
The building’s layout encourages employees to connect to one another, the brand and their customers. The AMAZE Direct contact centre is on the top floor, the training and development area on the middle floor, and their store on the lower floor. To get to the contact centre, employees need to walk through the store, immerse themselves in the brand and see their customers.
An AMAZE-ing work experience
The new AMAZE Direct contact centre is fresh, bright and airy, with open-plan spaces that encourage movement, collaboration, productivity and shared learning.
We incorporated biophilic design, running planting solutions throughout the middle of the desks. This not only positively impacts workers’ happiness and productivity but also diffuses sound, making for a better customer experience.
The variety of settings (desks, breakout areas and tech-enabled huddle spaces) gives employees the best possible experience to connect both in the office and across a distributed workforce.
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