I know that whenever I would hear the phrase “call center,” I used to think of a giant room, or a bunch of giant rooms, in a generic office…


I know that whenever I would hear the phrase “call center,” I used to think of a giant room, or a bunch of giant rooms, in a generic office building, filled with rows and rows of people in cubicles, wearing headsets and staring at computer screens. Not a very appealing image. It suggests call center workers might be bored and disconnected with no real care for the work they’re doing. When I came to the National Runaway Switchboard, knowing that a call center for its crisis line is a main component of its services, I wasn’t sure what to expect.


The call center at NRS is nothing like the example I described above. In fact, the only thing the two have in common is the presence of phones. NRS accommodates its crisis line workers in a small, but open room with only eight stations, where the desks are arranged in a circle so that everyone can interact with each other. Check out the call center video at the top of this page to listen to the call center supervisors describe the unique environment in which they work.


– Colin