The Right Call Center Location: A Guide For Evaluating Cities And Countries
Preparing a Roadmap to Best-Suited Cities
The U.S., the Caribbean, the Philippines… today's global economy offers a world of call center location options that come with overwhelming amounts of data points for each country and city. It's easy to get lost trying to narrow the contenders list. So, how do you effectively evaluate call center locations and select the right destination to achieve your business goals? Here are the initial preparation steps that will create a roadmap to your best-suited locations.
Detailed Requirements Offer a Roadmap to Your Best Locations
A very detailed requirements list will help you directly match location characteristics and demographics to the best suited location while also still balancing cost and quality. Your site selection team should identify program needs including key dates, call types, employee skill requirements, service time zones, language needs, projected headcount, seasonal or business demand fluctuation calendars, economic investment budgets, desired labor rates, accessibility to customers/management, real estate needs, infrastructure requirements, and cultural affinity. Investors often overlook cultural affinity as a requirement. How important is customer loyalty and your agent's ability to connect personally with your customer?
Here are some general guides for mapping needs to demographics:
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- If you need top-quality IT services, target highly literate and welleducated populations with technical colleges in the area.
- If you have complex customer service calls that need high-level care, target on-shore service or a country with the highest English proficiency ratings and cultural affinity.
- If you want a multi-channel or omni-channel contact center, target a market with stronger technology infrastructure that can handle heavy chat sessions and social media service.
- If you need service only via email or chat, consider low-cost markets overseas.
- If you need a high-functioning sales program (subject to higher agent turnover), target metro areas and high-density urban zones.
- If you are a business prone to seasonal fluctuations or are in a volatile industry that requires call centers to quickly scale up and down, target larger populations and metro areas.
- If you are in an industry that requires highly specialized talent, you might also need to target metro areas, larger populations, or areas with technical colleges that align with your needs.
Bill is a 30+ year BPO industry veteran and contact center strategist helping companies transform their customer experience and leverage new technologies for digital transformation. His experience in senior executive roles at ADP, First Data, and Sitel has helped him establish one of the most prolific and well-recognized partner and executive networks in the industry. During his 15+ year tenure at EPIC, Bill has worked directly supporting clients, including Fortune 500 companies, regional organizations, and SMBs. As an active participant in many trade associations, he was honored as a Partner in Progress by the Professional Association for Customer Engagement (PACE). Bill is a graduate of the University of Delaware with a BSBA in Marketing and also a U.S. Army veteran who remains active supporting service veterans.
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