Many call or contact centers today exist in locations, because that is simply where they were built. On the 3rd floor or across the campus, they are located where the organization had available space to house them. Increasingly however organizations are realizing that not all locations are created equal when it comes to operating a call or contact center. If it’s not near transit, then all of your agents must drive or carpool. If the call or contact center is located near many other call or contact centers you may see higher turnover of staff and have the opportunity to hire the same staff two or three times at ever increasing rates. If you are prone to flooding, tornadoes or hurricanes each of these natural events can spell disaster not only for your local community but also for your call or contact center.
In an intra-city move you are concerned with where you can locate and retain most of your staff. In a search to find a location outside the current urban location the focus becomes where can we locate a center and have access to potential staff.