Designing for the New Normal: Optimizing Hybrid Workspaces for BPOs in the Philippines
The Business Process Outsourcing (BPO) industry has long been a cornerstone of the Philippine economy, contributing billions to the GDP and employing millions of people across the country. Yet, as we emerge from the pandemic, the work landscape has transformed dramatically. The shift towards hybrid work models—where employees balance between working from home and coming into the office—has become the norm for many BPOs. But, as we’ve seen firsthand in our projects, designing an effective hybrid workspace comes with unique challenges. The question is no longer just about making spaces functional; it’s about making them adaptable, safe, and engaging in ways that work for this new era.
In this article, we’ll discuss the core challenges of hybrid workspace design for BPO companies, exploring insights from real projects. We’ll also walk through practical, step-by-step solutions that can help developers, architects, and BPO leaders navigate these complex challenges.
The Problem Defined: Challenges of Designing Hybrid Workspaces for BPOs
The shift to hybrid work models has forced BPO companies to reconsider traditional office layouts. Previously, office spaces were largely designed for dense, centralized workforces. The standard setup of open floor plans with rows of workstations was intended to maximize space and foster teamwork, but in a hybrid setting, this setup often leads to underutilized spaces and low energy levels. Moreover, traditional layouts fail to accommodate the need for collaborative spaces, soundproof areas, and health and safety measures that hybrid work demands.
According to a recent report from CBRE, nearly 60% of employees in the Philippines now prefer some level of remote work. This shift poses both practical and logistical challenges for office design. Without a structured, optimized space, companies can end up with high costs on underused office spaces or struggle with team disconnection.
To illustrate the complexities, consider a recent project we worked on for a large BPO client based in Makati. This client aimed to transition to a hybrid model but struggled with ensuring the space felt cohesive for employees regardless of where they worked. Employees working from home wanted a reason to come to the office; the design needed to cater to collaboration, provide breakout areas, and enhance comfort while supporting safety measures. It was a fine balance, and it required a fresh approach that incorporated flexibility and forward-thinking design.
The Cost of Not Adapting
The financial implications of failing to adapt are also significant. Empty workstations, high overhead costs, and disengaged employees are just a few of the challenges. According to JLL’s 2022 Asia-Pacific report on the Future of Work, companies with hybrid workplaces saw a 30% reduction in costs on average, while those that didn’t adapt experienced stagnant growth and higher turnover rates. BPOs in the Philippines that haven’t adjusted to these changes risk falling behind in attracting top talent and maintaining employee satisfaction.
To succeed in this new environment, BPOs need office spaces that support flexible work styles while addressing wellness, safety, and collaboration. Fortunately, there are solutions to these challenges that we’ve seen make a significant impact.
How-To Solutions: Crafting Effective Hybrid Workspaces for BPOs
Transitioning to a hybrid workspace is no simple task, but with the right approach, BPOs can create spaces that are both functional and future-proof. Here’s what we’ve learned from our projects in the Philippines.
1. Embrace Flexible and Modular Design
In a hybrid environment, it’s essential to make spaces adaptable. Modular furniture and movable partitions allow companies to reconfigure office spaces quickly depending on the day’s requirements. Desks, chairs, and storage units on wheels can be rearranged to suit different purposes, whether it’s collaborative group work or solo tasks.
Story Insight: For our Makati client, we implemented a modular design approach. We installed desks that could be reconfigured to create larger collaborative tables or private work pods as needed. This flexibility allowed the office to adapt on days when more employees were on-site, while also reducing space when fewer people were present. The client saw a 20% increase in office utilization without needing more space—an efficient way to keep the workspace dynamic and adaptable.
2. Create Collaborative and Social Hubs
One of the main reasons employees come to the office in a hybrid setup is for collaboration. Creating designated collaborative spaces—think breakout rooms, small meeting pods, and open social hubs—encourages employees to connect and work together. These spaces should be comfortable and well-equipped, with high-quality technology that allows for seamless in-person and virtual collaboration.
Story Insight: In one BPO project, we noticed that employees coming in for team meetings were frustrated by the lack of small, tech-equipped rooms where they could brainstorm or join virtual calls with remote colleagues. To solve this, we transformed part of the unused floor space into collaborative hubs with video conferencing equipment, whiteboards, and comfortable seating. The change led to higher team engagement and improved morale, as employees felt more empowered to work in ways that suited their needs.
3. Implement Health and Safety Measures Without Sacrificing Comfort
The pandemic brought health and safety to the forefront, and in a hybrid workplace, it’s crucial to balance safety protocols with comfort. High-quality ventilation systems, strategically placed hand sanitizers, touchless entry points, and wider walkways help create a safe environment that employees feel comfortable returning to.
Story Insight: During a renovation for a client’s hybrid office, we added health-conscious features like an air filtration system, hands-free doors, and spaced-out workstations. Employees reported feeling more at ease with these features, which ultimately encouraged more frequent office visits. As a bonus, these changes boosted the overall aesthetic, making the office a more inviting space.
4. Invest in Technology for Seamless Collaboration
A successful hybrid workspace requires advanced technology to support both remote and in-office employees. Investing in high-quality video conferencing equipment, soundproof pods, and reliable Wi-Fi networks allows employees to work efficiently regardless of their location. We found that clients who prioritized technology saw higher productivity and smoother workflows.
Story Insight: One of our clients struggled with ensuring that both remote and in-office employees felt equally involved in meetings. After installing an upgraded audio-visual setup and soundproofed meeting rooms, feedback showed that remote employees felt more connected and engaged. These improvements helped bridge the gap between remote and in-office staff, which strengthened the team as a whole.
5. Prioritize Employee Well-being and Comfort
Workplace well-being has taken on new significance in a hybrid world, where employees expect more from their time spent in the office. Ergonomic furniture, ample natural light, greenery, and quiet zones create an environment where employees feel comfortable and motivated to do their best work. Adding relaxation zones, such as nap rooms or wellness areas, can also make a meaningful difference.
Story Insight: For one project, we noticed high turnover among younger employees, partly due to dissatisfaction with the work environment. To address this, we introduced a “wellness zone” complete with comfortable seating, plants, and even a nap pod. This small but meaningful change contributed to a more supportive atmosphere, and we soon saw a marked decrease in staff turnover. Employees expressed appreciation for the company’s investment in their well-being.
6. Use Data to Optimize Space Utilization
Understanding how employees use the workspace can help BPOs optimize layouts and reduce unnecessary costs. Sensors, scheduling software, and workplace analytics provide insights into usage patterns, helping companies make informed decisions about which areas to expand or downsize. This data can also guide maintenance and cleaning schedules, which is particularly helpful for high-traffic areas.
Story Insight: After implementing a room scheduling system, one of our clients noticed that a large portion of meeting rooms remained unused on most days. By adjusting the layout and converting some of these rooms into collaborative open spaces, we helped reduce unused space and improve utilization rates. The move also cut down on maintenance costs and helped the company better understand their actual space needs.
7. Foster a Hybrid-Friendly Company Culture
Ultimately, a well-designed space is only as effective as the culture that supports it. Hybrid work requires a shift in mindset, where both remote and in-office employees feel equally valued. Leadership must actively work to promote flexibility, trust, and open communication to make hybrid work successful.
Story Insight: One client faced resistance from employees who felt disconnected due to the hybrid setup. To address this, we worked with their HR team to create open discussions and workshops focused on promoting a culture of inclusion and transparency. This helped bridge the gap between remote and in-office employees, making everyone feel like part of a unified team. The result was a more engaged, connected workforce that used the office space in meaningful ways.
Building the Hybrid Workspaces of the Future
Designing effective hybrid workspaces for BPO companies in the Philippines is no small feat. The shift to hybrid work demands that we, as architects and designers, think beyond traditional office layouts and consider the needs of today’s workforce. From flexible layouts and collaborative hubs to high-quality technology and health measures, every decision plays a role in creating spaces that are not only functional but also engaging and adaptable.
Through our experiences, we’ve seen the transformative impact that these changes can have. Hybrid work is here to stay, and by embracing its challenges head-on, we can create workspaces that support both business goals and employee well-being.
As we move forward, the question remains:
Are we ready to reshape our workspaces to meet the demands of a new, hybrid world?
