Call Center Site Recommendations

[Sven]

I am looking to move our call center from an expensive area (Boston) to a less expensive area within the continental U.S. For tax reasons, we need to keep the center within the U.S., and for other reasons, we are not looking to outsource at this time.

Does anyone have recommendations for locations within the U.S. to build a call center? I need a location that has

- A relatively inexpensive workforce
- A strong talent pool (preferably internet savvy)
- Solid infrastructure

Any advice is appreciated!

Thanks,

Sven

[iamsam2]

I would recommend Austin, Texas as a place to research. The area has a huge tech presence (Dell, Motorola, MCI, SBC, etc.)and since the tech boom ended, there are a lot of highly qualified people looking for work. Also, as a result of the tanking of the tech industry, there is a lot of prime real estate all over Austin that is sitting empty.

Austin is the 5th fastest growing city in the US. Cost of living is reasonable compared to most cities and the Austin culture is very attractive when luring employees from outside of Texas.

Inbound call center reps. wages range anywhere from $8.00 to $15.00/hour plus commissions.

I'm from the Northeast and have lived here for just under two years and can't imagine living anywhere else. Any other info. I can provide, please let me know.

[ctaylor]

I have employed a 186 point matrix that evaluated call center locations within North America, we saw a number of interesting outcomes; First: I would suggest you look at Canada, from a cost perspective you can save approximately 20-25% on your operating costs, you will as good or better infrastructure than in the lower 48 and you can still get job creation incentives that can underwrite the move and/or new hiring and training costs.
If you heart is set on the lower 48 I personally like Michigan upper Penninsula, it has sound infrastructure, available labor and reasonable operating costs- Marquette would be the largest city in the region.
If spanish speaking is a concern I would first at Puerto Rico and then at the California/Nevada border, infrastructure is good, rates are reasonable and unemployement is high.
It is often good to look for military or college twons as they can delivery good employee opportunities at low rates (you must except an average of three years employment however if you go there, which may not be a problem depending on your staff turnover).
I would avoid Florida, Texas and Arizona as much as New England as there are many centers there are many centers and you will be competing for labor, which of course drives the rate and turnover up. Also I would avoid any community where a call center has closed...there is generally a reason it closed.

Hope these tips help. If I can be of any further assistance email me at ctaylor@thetaylorreachgroup.com and visit www.thetaylorreachgroup.com as I think you will find useful information there.

Regards,

[headsetguy]

Omaha, Nebraska is another option. There are 5 major colleges located within the omaha metro area in addition to UNL in Lincoln.
Iowa is right across the river with available talent.

This is the call center captial of the world with India starting to catch up. Infrastructure is never a concern since we are right in the middle and wages for call center jobs are 8.50-12.50 plus incentives.


If you need names and numbers call me.

Tony
402-951-9142 Direct

[ctaylor]

Tony, makes a good point about Omaha, thanks to Norad initially and call center since then there is a ton of infrastructure and capacity available. This has drawn a number of contact centers. This is great news if you work in a contact center as there are always openings somewhere. However to an operator it is a little less comforting, it also means your staff turnover will be higher. I have had call/contact centers in competitive urban markets an in secondary and tertiary markets and will state my bias for smaller communities. Urban centers though may be your only option if you are looking for certain skills and/or linguistic capabilities.

Hope this helps add to the discussion.

ctaylor@thetaylorreachgroup.com

Colin Taylor

[kathleenmarie]

I read an article somewhere that Louisville Kentucky was a booming call center location. I don't know for sure, but it wouldn't hurt to check it out.

[headsetguy]

I've heard just that. Kentucky would be an excellent choice. Economic packages are very worth while and the available labor pool is diverse and educated. I can't say I know what labor/wages are running but it is worth while. I'm a distributor for telephone headsets and I have done a lot of calling in that area and it is booming as Kathleenmarie stated.


Tony

[ctaylor]

Kathleenmarie and Tony both of you are right, Louisville is good location for a contact center based on infrastructure, incentives and available labor. There are other centers there which is a bit of a double edged sword...easier to hire staff and easier to lose them. I would also suggest other hidden gems would include; Memphis, parts of Virginia, Maine and upstate New York.

I hope I have added some value to this discussion, please feel free to contact me directly at ctaylor@thetaylorreachgroup.com if I can be of further assistance.

Colin