Our information and communication society requires new office types and creates new office tasks. A typical example are call centres (also referred to as hotline, teleservice, telemarketing or customer service centres), where information is communicated by a call centre (e.g. the complaints department of an insurance provider) to employees, customers, inquiring persons etc. – sometimes across the world. Computer networks, databases, phones and headsets (listening and speaking sets) are the significant characteristics of workstations of this type.
The typical workstation in a call centre is separated from neighbouring workstations using room division elements (partitions). The height of these division elements, which usually also feature sound-absorbing properties, either facilitates visual contact among people or intentionally obstructs it.
The lighting is directly assigned to these workstations. It has to factor in the shielding effects of room division elements and be designed in a way that prevents deactivated lighting of a neighbouring, unoccupied workstation from adversely affecting the illuminated workstation. Special lighting systems with direct-indirect distribution are available for this purpose. Requirements for lighting correspond to those for regular office VDU workstations. Due to the highly individualised nature of the workstation in a call centre, brightness regulation capabilities for lighting directly assigned to the workstation is recommended.