Your call center is the heartbeat of your business. It’s your customers’ primary point of contact, and your reputation regarding customer service is at stake with every call. That’s why call center site selection is so critical: Your choice of location must provide you with a robust labor pool of skilled talent to be the voices that greet, commiserate with, and solve problems for your customers.
Human Resources (e.g., competitive demand, availability, cost, turnover, and risk of future supply/cost pressure) comprise the paramount location criteria for call center site selection. WDGC has developed industry specific location data, analytical tools, and predictive models to empower our site selection consultants to recommend a location that will enhance the long range success of your next call center.
The call 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. Throughout the call center site selection consulting process, we exhaustively analyze each candidate location, so you will decide on the best site for your new contact center using the most accurate and up-to-date information available.