I have worked in various Call Centers and they usually deserve their reputations as “boiler rooms” - high pressure, loud, aggressive and demoralizing. I recently started working at the Customer Service Center for the Carlsbad medical diagnostics company, Genoptix and could not believe it is basically another call center. I quickly learned the difference; we are not selling products or services; we deal with patients and doctors involved with frightening illnesses. We were carefully trained to be compassionate and caring and I found this care and compassion central to the fantastic environment the architects created. Acoustics and lighting that create soft and quiet workspace help us provide the support calmly, sympathetically and promptly – these clients really need the information as quickly and accurately as possible. Recognizing the inherent stress of this job, Genoptix provided us with beautiful, bright, colorful break and training areas along with exercise and rest areas so we remain fresh and ready. The way information technology is threaded into the space and how the colors and materials are used to provide comfortable ergonomics at each station was obviously carefully thought through; it all just ties together to make us feel like important members of the diagnostic team. This is no boiler room – this is a place that supports healing and we love working in it.

Project Information

Project Address: 

2105 Rutherford Road, Carlsbad, CA 92008

Project Owner/ Developer: 

Genoptix Medical Laboratories

Project Architect/ Designer: 

Ferguson Pape Baldwin Architects

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