Kela’s Oulu Office Renovated Its Customer Service Area—More Privacy, a Better Work Environment
When the nearly 20-year-old customer service areas at Kela’s (Social Insurance Institution of Finland) Oulu service center no longer met the requirements of modern customer service, five Vetrospace customer service spaces were chosen as the solution. The new spaces have improved the confidentiality of customer meetings, reduced noise, and increased comfort for both customers and staff.Client: Kela, Oulu Service Center
Solutions Provided: 5 customized Vetrospace customer service spaces
Intended use: Service guidance, appointment scheduling, self-service for customers, and telephone support
At Kela’s Oulu Service Center, the goal was to improve privacy during customer service interactions, create a quieter work environment, and enhance the customer experience. The existing open-plan customer service stations, constructed with acoustic partitions, had been in use for about 20 years, but they no longer met current requirements for handling confidential matters and providing a high-quality work environment.
Personal and often sensitive matters are handled daily at customer service counters. In the old setup, the biggest challenge was sound carrying from one service counter to another and from the waiting area into customer interactions.
“The noise problem was the biggest one. Having all customers there at the same time was disruptive; voices carried from one service counter to another and even from the waiting area,” explains team member Sari Hedemäki.
The constant background noise compromised both customer privacy and the staff’s ability to focus on customer service interactions.
Five Vetrospace customer service booths, fully customized to Kela’s needs, were delivered to the Oulu service center and arranged side by side as efficiently as possible.
The dimensions of the spaces were designed on a site-specific basis so that each could accommodate Kela’s existing electrically adjustable plexiglass counters. The layout was specifically planned around the counter, using it to divide the space into separate customer and employee sides so it cannot be bypassed.
To enhance safety, a glass partition was installed on the service specialist’s side facing the adjacent space, allowing for visual contact with colleagues during customer interactions. Additionally, pre-installed cable entries for security cameras were incorporated into the spaces.
To facilitate self-service for customers, electrical outlets—such as customer-side power outlets and network connections for computer work—were added to the spaces. The spaces were equipped with pod-specific air conditioning, a sprinkler system, and electronic locks.
Glass walls maintain a sense of openness, while effective soundproofing ensures the confidentiality of customer interactions.
The impact of the new customer service facilities is evident in daily operations. Staff members particularly highlight the improved soundproofing, air quality, and ability to concentrate.
“It’s been really pleasant to use. The soundproofing eliminates the noise, so the space feels much calmer. At the same time, the confidentiality of customer service interactions has improved significantly,” says Service Specialist Anna Greus.
“The air quality is clearly more pleasant, and the overall soundscape is softer. That makes working more comfortable, even during longer shifts,” adds Service Specialist Anne Pohjanen.
Concentration has also improved significantly, as ambient noise no longer interrupts work or customer conversations. Customers, for their part, have described the new spaces as comfortable and modern.
When staff are asked if they would recommend a similar solution for other customer service environments, the answer is unequivocal:
“Absolutely yes.”
The comments and user experiences are based on an interview with Kela Oulu service specialists Anna Greus and Anne Pohjanen, as well as team manager Sari Hedemäki.