Site Selection |
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Site Selection
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Site SelectionWhether you are looking to set up a new in-house operation, outsource an existing customer service department (onshore, offshore, or nearshore), expand a current outfit to other parts of the country, or just create a small contingent for disaster recovery purposes, site selection can make or break your chances for success. Of course, no competent call center executive would ever set up an operation in a place without an infrastructure (As shown in the cartoon above). However, it is very easy to overlook important details when considering all the aspects of selecting a new location. Coming back to the topic of infrastructures, not all countries (Or all parts of the U.S. for that matter) have the level of development that would be necessary to support a world class call center operation. When selecting a location, one must look at issues such as the existence of usable roads, reliable power sources, dependable public transportation, and the existence of a robust communication network. There is no benefit to choosing a very inexpensive location, if employees can't get to work on time because of poor roads. Similarly, the quality and reliability of the existing telecommunications network could easily disqualify a location that is otherwise a perfect choice Another important consideration is the size of the labor pool, which is affected by factors like English speaking skills, education levels, and competing sources of work. Even if you decide that an onshore venture is best, finding an inexpensive location that also offers a deep labor pool may be a challenge. Remember that in order to support a world class call center you will need to find well spoken, well educated, customer focused, flexible and resilient employees. Such workers are not common and if they meet such stringent requirements, they can probably get other jobs with more pay and less abuse from customers |
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