Airbnb Portland Call Center. Cannes Silver Lion Winner 2015

Summary

The transcript explores Airbnb's innovative approach to reimagining the call center environment, emphasizing a model that prioritizes efficiency while enhancing human connection. It discusses the design of flexible workspaces that allow employees to operate in various positions and settings, fostering comfort and freedom. By eliminating traditional desks and creating shared spaces, Airbnb aims to blend the experiences of agents and travelers, ultimately creating a sense of belonging. This approach reflects a commitment to redefining both the workplace and the travel experience, highlighting the benefits of shared economies and modern workplace philosophy.

Takeaways

• 😀 The call center represents both efficiency and a lack of humanity.
• 🌍 Airbnb aims to create a world where everyone can belong anywhere.
• 📞 Understanding customer service requires a highly specialized approach done in-house.
• 🔍 Redefining work environments is crucial for redefining travel experiences.
• 🪑 A new type of furniture called the 'standing landing' was developed for varied work styles.
• 📏 The standing landing divides traditional desk space into compact, multi-use surfaces.
• 💼 Agents enjoy freedom and comfort similar to staying in an Airbnb listing.
• 📶 Power and data accessibility enables functionality from various workspace positions.
• 🤝 Shared spaces foster a sense of belonging, unlike traditional suburban offices.
• 📊 The design philosophy emphasizes the economy of sharing while maintaining efficient space usage.

Q & A

What is the primary goal of Airbnb in redefining the workspace?

Airbnb aims to create a work environment that fosters a sense of belonging, similar to the experiences offered by their travel services.

How does the transcript describe the traditional call center?

The traditional call center is characterized as a model of inefficiency and a denial of humanity, where employees often feel they do not belong.

What innovative furniture concept was introduced to improve the workspace?

The 'standing landing' was introduced, which is a compact, multifunctional workspace that allows for personal storage and encourages flexibility.

What key aspect of customer service does Airbnb emphasize?

Airbnb emphasizes the need for a highly specialized understanding of customer service, which is best managed in-house.

What does the term 'economy of sharing' refer to in this context?

The 'economy of sharing' refers to the philosophy of decoupling personal space from traditional desk setups, allowing for more efficient use of space while promoting communal work areas.

How does the new workspace design enhance collaboration among employees?

The design promotes shared spaces and flexible work options, enabling employees to work together in various environments rather than being confined to traditional desks.

What does the transcript suggest about employee comfort in the new call center?

The new call center design prioritizes employee comfort by providing a flexible environment that allows for varied work positions and shared amenities.

What technology considerations are included in the new workspace?

The workspace integrates power and data access throughout, ensuring employees can function effectively from different locations within the office.

How does the new office design alleviate the anxiety associated with free desking?

The design replaces the anxiety of free desking by providing employees with a designated space to land while allowing them the freedom to choose where to work.

In what way does the new workspace reflect Airbnb's mission?

The workspace design reflects Airbnb's mission by creating an environment where employees feel they can belong anywhere, similar to the travel experiences offered by the company.