The call (contact) center industry has experienced two major waves of facility location activity over the past two decades
Although the outsourcing of many lower skilled functions still continues today, expansions in the role of customer service and a desire for higher skilled agents, along with rising costs overseas, has jump-started a reshoring trend returning many of these previously outsourced operations back to the US.
Since the initial rise of call centers in the 1990s, WDGC has performed 100+ call center site selection studies for various industries including: financial services, insurance, healthcare, manufacturing, retail, travel and media. Completed facility locations cover five continents and 23 countries with hundreds of metropolitan areas studied.
At WDGC, we understand that talent drives the success of your call center operation. That’s why we have developed and refined a toolbox of specialized analytical models and databases designed to identify attractive call center locations - maximizing your ability to recruit and retain the highest quality agents while saving you money.