Identifying the Criteria for Your Ideal Contact Center Location

Hint: Sticking a pin on a map is not the best option

By Lance Hale, President, Transparent BPO

There is a right way to determine the best location for your outsourced contact center. And then there’s the wrong way.

The wrong way is to grab your elementary school globe atlas and stick a pin on it as it spins. Or, even worse, is to have your BPO place you:

  1. In a location they only have because of a previous acquisition
  2. In a poor-performing market…there’s a reason why they have excess capacity in that location

Obviously, none of these options work but companies fail to recognize – or appreciate – the varying factors that come into play when selecting the ideal market for their outsourced contact center.

Some companies narrow their focus on too few criteria while others wallow in analysis paralysis and weigh far too many factors that may – or may not – influence the best location to serve their customers.

The right way to determine the best location depends on what is important to you and your customers.

Initially, you have to decide what you want in a customer contact center: Do you want transactional services, one that offers a bit more operational value or a true strategic partner?

These transactional service operators have a limited scope and are great order takers, but the added value may not be there. You can expect limited visibility into your program and the services for your customers will also be limited, such as only being able to reach an agent via phone.

The next “tier” offers a little more breadth than your entry-level transactional facility. Services to your customers may only include entry-level plus added services, such as expanded hours, and the ability to contact your agents via email or chat. These providers often require you to fit in their “box” because “this is our playbook”.

Or, you can opt for the highest level of service—a strategic partner who is looking around corners for you and anticipating your needs and exploiting opportunities. This contact center provider is fully engaged with you and your customers who will notice the difference in exemplary service.

When deciding what level of service you want, there are key criteria that should come into play:

Cost: Yes, the bottom-line price is critical, but it shouldn’t be the only criterion. If you’re chasing the lowest possible denominator in this category, you will end up paying more in the long run.

Low per-agent costs may shield other costs downstream, like a poor customer experience caused by high attrition at a budget contact center. If your customers deserve quality service, the lowest price option may not be the best option. Your contact center selection should be considered an investment in your business growth.

Client Accessibility: Don’t underestimate the ability to be in your office in the morning and find yourself visiting with the agents and managers supporting your customers that afternoon. This sense of immediacy provides invaluable insight into your contact center.

Being able to walk the contact center floor and connecting with those who interact with your clients offers you the chance to gather feedback on what is and isn’t working. While the frequency of your trips to your contact center may be less frequent over time, you always know that you can be front and center quickly.

US Cultural Affinity: There’s an advantage to knowing your audience, but that has never been so true as selecting the right contact center. The agents supporting your program represent your brand to your customers. You want them to understand – and appreciate – American purchasing habits and preferences.

If your contact center is based in a country that uses the metric system, your agents should know that Americans buy in yards, feet, and inches. So, knowing how to convert from metric to imperial will be key. Particularly if a customer wants to know if the pool temperature at the resort hotel reaches a comfortable 82 F. It’s of little use to you if the agent casually mentions that it does reach 28 C.

Native English Speaking: If your customers are picking up the phone and calling your brand, they are either calling to give your business or they need help.

If they are calling about an issue, they are likely frustrated and don’t want to struggle to understand an agent with a strong non-English accent. They already have an issue with your product or service and if they have to spend additional time on the phone trying to communicate with the agent, there is a possibility you’ve lost their business.

If they are calling to buy your product or service – again, don’t make it hard for them to buy. Strong English-language services smooth the purchasing call, email, chat or text, and delights the customer.

Other criteria you may want to consider during the selection process can include:

Operational Model and Capacity: Understand the operational model, including their in-office and Work-From-Home strategy, and that you are aligned going forward. Ensure your contact center will be able to grow with your program or even scale during seasonal peaks.

Disaster Recovery: Outages occur, from weather to power failures. Review your contact center’s contingency plans for safeguard service.

Security Integrity: Markets can vary widely on the physical and digital security they can provide. A site visit can help determine that a potential provider has the physical protocols in place to keep your customer information safe, such as gated entry when entering a facility or calling floor. In addition, you also want to ensure their network is secure, so ask about their experience with phishing and ransomware attacks.

Do yourself a favor and leave your old globe on the shelf. Or better yet retire that BPO’s acquired site that never produced results and is in the wrong market, and determine what factors are important to your company, and your customers.

Leave a Comment

Your email address will not be published. Required fields are marked *

Scroll to Top
tok99toto slot zeus slot thailand slot gacor slot gacor pg ladangtoto ladangtoto link alternatif ok88 deposit dana toto slot https://ladangtoto.bintangara.tabalongkab.go.id/ klik88 link gacor88 slot88 ox cara login ladangtoto terbaru ladangtoto rtp maxwin https://ladangtoto.nbagroup.co.id/ https://dewaslot.nbagroup.co.id/ https://isea.or.id/ https://ftp.whitefoxboutique.com/ slot joker123 server thailand link alternatif indoslot ladangtoto terbaru akun pro thailand klik88 rtp maxwin https://callaloocay.com/ https://slot-thailand.telusur.co.id/ slot thailand 66kbet slot gacor mahjong slot gacor mahjong ladangtoto ying77 maxwin link ladangtoto login slot x500 gacor hari ini link masuk 66kbet link masuk klik88 link masuk ying77 slot gacor server thailand link situs ladangtoto gacor88 link 66kbet gacor88 server thailand super gacor login ladangtoto situs togel ladangtoto link alternatif ladangtoto situs ladangtoto2 66kbet game terpopuler Gacor88 Dapat Akun Jp gacor88 terbaik PG Slot Situs Ladangtoto ying77 game terpopuler gemoy22 mahjong ways terbaru ying77 server thailand 66kbet deposit 5k slot thailand sbobet 2023 slot joker123 2023 slot mahjong ways 2023 ladangtoto terbaru dan terpopuler sv388 sabung ayam digmaan 2023 slot hoki gacor malam ini ok88 terbaik ladangtoto togel 2023 joker123 login slot 777 gacor maxwin pg soft login ladangtoto slot gacor link alternatif ok88slot slot77 login link ok88slot mahjong ways ladangtoto login alternatif 66kbet login alternatif ying77 login alternatif 888slot login alternatif gb777 login alternatif gacor88 rtp gacor slot server kamboja nolimit city slot deposit bsi slot mahjong pg slot slot depo 10k slot depo 10k slot gopay server thailand super gacor slot ovo https://unexgolf.com/ slot kakek zeus slot deposit pulsa slot dana Link Ladangtoto Terbaru slot neobank slot depo 5k slot jepang slot cq0 slot maxwin https://starlight-princess.rumahsakitakgani.co.id/ http://sweet-bonanza.rumahsakitakgani.co.id/ ladangtoto official gacor88 official site https://grupoeditorialmx.com/ Situs Resmi Products Gacor88 ladangtoto maxwin link login slot ladangtoto link togel ladangtoto ladangtoto server thailand ladangtoto togel bet 100 daftar togel ladangtoto togel ladangtoto terbaik rtp area178 https://joker123.abhatigroup.com/ https://pg-slot.abhatigroup.com/ RajaJp Official https://raja88.abhatigroup.com/ https://ladangtoto.alfabeauty.co.id/ https://66kbet.abhatigroup.com/ https://habanero.alfabeauty.co.id/ slot pg soft gacor https://spadegaming.alfabeauty.co.id/ ying77 terbaik tok99toto link https://activemovement.id/wordpress/ https://66kbet.alfabeauty.co.id/ https://ladangtoto.grandsukatani.co.id/ klikslot88 one8slot gacor klikslot88 maxwin https://pg-soft.telusur.co.id/ ladangtoto terpercaya https://ladangtoto.pt-kcb.co.id/ https://ok88.sasakala.id https://kinokuniya.co.id/modules/ladangtoto/ https://ladangtoto.sasakala.id/ https://ok88.rumahsakitakgani.co.id/ https://gacor88.pt-kcb.co.id/ https://ladangtoto.pt-kcb.co.id/ https://raja88jp.abhatiland.com/ https://ftp.wanderbeauty.com/ https://ftp.luvmehair.com/ klik88slot super gacor link slot gacor ok88 ladangtoto login https://slot-dana.ppak.co.id/ 888slot maxwin slot777 situs slot gacor server thailand https://data-hk.ppak.co.id/ ladangtoto2 daftar joker gaming link slot88 https://ladangtoto.banknusumma.co.id/ Link Joker123 https://stietribuana.ac.id/wp-includes/js/products/ladangtoto/ https://stietribuana.ac.id/wp-includes/js/products/slot thailand/ https://ladangtoto.eracakrawalaindonesia.co.id/ https://ladangtoto.wisatamedis.id/ https://slot77.ppak.co.id/ https://pdd.angkolasangkunur.tapselkab.go.id/ https://pdd.angkolasangkunur.tapselkab.go.id/depo10k/ https://pdd.angkolasangkunur.tapselkab.go.id/depo5k/ https://css.angkolasangkunur.tapselkab.go.id/ https://visi.angkolasangkunur.tapselkab.go.id/ https://aptr.angkolasangkunur.tapselkab.go.id/ https://jbpe.angkolasangkunur.tapselkab.go.id/ https://slot-olympus.uptkukm.id/ https://slot-mahjong.uptkukm.id/ https://slot-zeus.uptkukm.id/ https://slot-thailand.uptkukm.id/ https://data-macau.uptkukm.id/ https://slot-joker.uptkukm.id/ https://data-sdy.uptkukm.id/ https://data-hk.uptkukm.id/ https://pgpaud.fkip.untad.ac.id/phei/server-thailand/ https://66kbet.rumahjurnal.or.id/ https://888slot.rumahjurnal.or.id/ https://data-hk.rumahjurnal.or.id/ https://data-sdy.rumahjurnal.or.id/ https://data-macau.rumahjurnal.or.id/ https://slot-idn.rumahjurnal.or.id/ https://ladangtoto.rumahjurnal.or.id/ https://thewatchmakerproject.com/ slot deposit dana koolmotor slot zeus slot bca slot777 super gacor maxwin malam ini https://portal.kejari-cirebonkab.go.id/ https://perpustakaan.umk.ac.id/shop/zeus-maxwin/ https://perpustakaan.umk.ac.id/shop/server-thailand/ https://ladangtoto.triomotor.co.id/ https://gb777.gkindonesia.id/ https://k86sport.gkindonesia.id/ https://klik88slot.gkindonesia.id/ https://ying77.gkindonesia.id/ https://888slot.gkindonesia.id/ https://66kbet.gkindonesia.id/ https://tok99toto.gkindonesia.id/ https://ladangtoto.gkindonesia.id/ https://icon-eltl.unila.ac.id/slot77/ https://icon-eltl.unila.ac.id/server-thailand/ klik88 situs slot thailand https://mahjong-ways.maimonides.edu/ https://stikesnhm.ac.id/s-depo5k/ https://stikesnhm.ac.id/s-depo10k/ https://stikesnhm.ac.id/ladang-toto/ https://stikesnhm.ac.id/mahjong-ways/ https://stikesnhm.ac.id/pg-soft/ https://stikesnhm.ac.id/s-idn/ https://stikesnhm.ac.id/s-mania/ https://stikesnhm.ac.id/s-pulsa/ https://stikesnhm.ac.id/s-qris/ https://stikesnhm.ac.id/s-thai/ https://stikesnhm.ac.id/s-tujuh/ https://stikesnhm.ac.id/s-zeus/ https://stikesnhm.ac.id/starlight-princess/ https://stikesnhm.ac.id/bola-sbo/ https://stikesnhm.ac.id/adu-ayam-sv388/ https://stikesnhm.ac.id/data-macau/ https://stikesnhm.ac.id/s-bsi/ https://stikesnhm.ac.id/s-gopay/ https://stikesnhm.ac.id/s-ovo/ https://stikesnhm.ac.id/s-hoki/ https://stikesnhm.ac.id/spaceman/ https://stikesnhm.ac.id/s-kamboja/ https://stikesnhm.ac.id/server-hongkong/ https://stikesnhm.ac.id/jp-max/ https://stikesnhm.ac.id/bandar-toto/ data hk data sgp data sdy togel deposit pulsa https://mannawasalwa.ac.id/3/ladang-toto/ https://mannawasalwa.ac.id/3/s-mania/ https://ovo.bintangara.tabalongkab.go.id/ https://slot777.bintangara.tabalongkab.go.id/ https://slot88.bintangara.tabalongkab.go.id/ https://depo10k.bintangara.tabalongkab.go.id/ https://depo5k.bintangara.tabalongkab.go.id/ https://mahjong-ways.bintangara.tabalongkab.go.id/ https://idn.bintangara.tabalongkab.go.id/ https://cangkuangkulon.desa.id/ https://kakek-zeus.bintangara.tabalongkab.go.id/ https://sbobet.bintangara.tabalongkab.go.id/ https://server-kamboja.bintangara.tabalongkab.go.id/ https://server-hongkong.bintangara.tabalongkab.go.id/ https://server-china.bintangara.tabalongkab.go.id/ https://sv388.bintangara.tabalongkab.go.id/ https://pgsoft.bintangara.tabalongkab.go.id/ https://pewpew.bintangara.tabalongkab.go.id/ https://ngakak.bintangara.tabalongkab.go.id/ https://uik.bintangara.tabalongkab.go.id/ https://zeus-petir.bintangara.tabalongkab.go.id/ https://hoki.bintangara.tabalongkab.go.id/ https://starlight-princess.bintangara.tabalongkab.go.id/ https://spaceman.bintangara.tabalongkab.go.id/ https://asia.bintangara.tabalongkab.go.id/ https://s303.bintangara.tabalongkab.go.id/ https://live22.bintangara.tabalongkab.go.id/ https://linkaja.bintangara.tabalongkab.go.id/ https://server-amerika.bintangara.tabalongkab.go.id/ https://server-inggris.bintangara.tabalongkab.go.id/ https://server-jepang.bintangara.tabalongkab.go.id/ https://lppd.bintangara.tabalongkab.go.id/ https://inow.bintangara.tabalongkab.go.id/ https://jeruh.bintangara.tabalongkab.go.id/ https://ckrukuk.bintangara.tabalongkab.go.id/ https://lamhi.bintangara.tabalongkab.go.id/ https://kiwkiw.bintangara.tabalongkab.go.id/ https://empuh.bintangara.tabalongkab.go.id/ https://elib.bintangara.tabalongkab.go.id/ https://pg.bintangara.tabalongkab.go.id/ https://mahjong.bintangara.tabalongkab.go.id/ https://cipung.bintangara.tabalongkab.go.id/ https://coba.bintangara.tabalongkab.go.id/ https://slot-bca.mtsmaarifwates.sch.id/ https://daaragon2.infprojects.fhsu.edu/ https://ladangtoto.sakt1.co.id/ https://sister.unmuhbandung.ac.id/mahjong-ways/ http://slot77.aliem.id/ https://joker123.rumahjurnal.or.id/ https://situs-gacor.pa-paniai.go.id/ https://manyao.djmusicvibration.com.in/ https://fa.unjani.ac.id/glass.php/ https://fa.unjani.ac.id/autoload_classmap.php/ https://fa.unjani.ac.id/cd.php/ king of slot https://data-sdy.mtsmaarifwates.sch.id/ slot server thailand super gacor slot mahjong ways dari slot pg soft slot777 slot zeus olympus slot88 gacor88 https://ladangtoto.dk3b.or.id/ slot thailand super gacor https://grandarkenso.com/ https://aleale.al-ala.edu.pk/ wajik777 https://palopo.pn-sengkang.go.id/ slot zeus olympus maxwin https://joker123.pn-sengkang.go.id/ Link Slot Thailand Daftar Sekarang slot88 situs slot gacor server thailand malam ini https://tok99toto.deslaw.edu.in/ http://sar.jepara.go.id/wp-content/toto/ http://sar.jepara.go.id/wp-content/thailand/ https://pa-blambanganumpu.go.id/s-thai/ https://pa-blambanganumpu.go.id/ladang-toto/ https://pa-blambanganumpu.go.id/pg-soft/ https://pa-blambanganumpu.go.id/s-zeus/ https://pa-blambanganumpu.go.id/s-incess/ https://pa-blambanganumpu.go.id/se-tujuh/ Slot777 Deposit Pulsa https://heinze22.soisweb.uwm.edu/ https://cmdeming.soisweb.uwm.edu/ https://ohko.pn-baturaja.go.id/ https://fun77.jmbi.co.id/ https://tok99toto.kdsa.co.id/ https://pg-slot.redang.desa.id/ https://sipedas.solokkab.go.id/template/thailand/ slot gacor malam ini slot thailand no 1 https://cks.pa-tenggarong.go.id/slot-zeus/ https://ww.pn-jayapura.go.id/ mawartoto oten slot88 slot server thailand https://dinsos.pulangpisaukab.go.id/wp-includes/assets/server-thailand/ https://rik.ui.ac.id/wp-content/plugins/wp-performance/includes/server-thailand/ https://pbi.unimen.ac.id/wp-content/plugins/ladangtoto/ https://bauspk.unimen.ac.id/ https://fsaintek.unimen.ac.id/ https://sipedas.solokkab.go.id/template/thailand/ https://www.inet.net.id/ https://cbs.pn-tobelo.go.id/ https://ptsp.lampungutarakab.go.id/wp-performance/server-thailand/ https://server-thailand.disperawaskim.tasikmalayakota.go.id/ https://depo5k.disperawaskim.tasikmalayakota.go.id/ https://depo10k.disperawaskim.tasikmalayakota.go.id/ https://sv388.disperawaskim.tasikmalayakota.go.id/ https://pgsoft.disperawaskim.tasikmalayakota.go.id/ https://zeus.disperawaskim.tasikmalayakota.go.id/ https://s777.disperawaskim.tasikmalayakota.go.id/ https://sidn.disperawaskim.tasikmalayakota.go.id/ https://ladangku.disperawaskim.tasikmalayakota.go.id/ https://pa-paniai.go.id/wp-content/cache/ladanganja/ https://pa-paniai.go.id/wp-content/cache/s-thai/ https://pa-paniai.go.id/wp-content/cache/s-qris/ https://pa-paniai.go.id/wp-content/cache/s-pulsa/ https://pa-paniai.go.id/wp-content/cache/s-mania/ https://pa-paniai.go.id/wp-content/cache/mahjong-ways/ https://pa-paniai.go.id/wp-content/cache/pg-soft/ Gacor88 Situs Toto Slot Gacor 2024 slot thailand idn slot https://mbkm.unimen.ac.id/.well-known/s777/ https://mbkm.unimen.ac.id/.well-known/sthai/ https://mbkm.unimen.ac.id/.well-known/mahjong/ https://mbkm.unimen.ac.id/.well-known/depo5k/ https://mbkm.unimen.ac.id/.well-known/depo10k/ https://mbkm.unimen.ac.id/wp-content/pgsoft/ https://mbkm.unimen.ac.id/wp-content/sgopay/ https://mbkm.unimen.ac.id/wp-content/ladanganja/ https://kotasemarang.pramukajateng.or.id/system/libraries/Cache/ladanganja/ https://kotasemarang.pramukajateng.or.id/system/libraries/Cache/zeusgacor/ https://kotasemarang.pramukajateng.or.id/system/libraries/Cache/mahjongways/ https://kotasemarang.pramukajateng.or.id/system/libraries/Cache/sthai/ https://desa.sumbatimurkab.go.id/ https://s-thai.radengercep.pringsewukab.go.id/ https://ladang-toto.radengercep.pringsewukab.go.id/ https://s-mahjong.radengercep.pringsewukab.go.id/ https://s-pg.radengercep.pringsewukab.go.id/ https://adu-ayam-sv388.radengercep.pringsewukab.go.id/ https://s-qris.radengercep.pringsewukab.go.id/ https://s-pulsa.radengercep.pringsewukab.go.id/ https://s-gopay.radengercep.pringsewukab.go.id/ https://s-ovo.radengercep.pringsewukab.go.id/ https://s-bsi.radengercep.pringsewukab.go.id/ https://s-nolimit.radengercep.pringsewukab.go.id/ https://s-joker123.radengercep.pringsewukab.go.id/ https://depo5k.radengercep.pringsewukab.go.id/ https://depo10k.radengercep.pringsewukab.go.id/ https://s-mania.radengercep.pringsewukab.go.id/ https://berita.angkolasangkunur.tapselkab.go.id/ https://berita.angkolasangkunur.tapselkab.go.id/pg-soft/ https://berita.angkolasangkunur.tapselkab.go.id/ladang-toto/ https://berita.angkolasangkunur.tapselkab.go.id/slt777/ https://berita.angkolasangkunur.tapselkab.go.id/s-thai/ https://register.disnak.sumbarprov.go.id/.well-known/slot-mania/ https://register.disnak.sumbarprov.go.id/.well-known/slot303/ https://register.disnak.sumbarprov.go.id/.well-known/fun77toto/ https://perpustakaan.umk.ac.id/s-thai/ https://perpustakaan.umk.ac.id/ladang-toto/ https://perpustakaan.umk.ac.id/pg-soft/ https://perpustakaan.umk.ac.id/s-zeus/ https://www.pelalawankab.go.id/ladang-toto/ https://www.pelalawankab.go.id/s-thai/ https://www.pelalawankab.go.id/pgsoft/ Situs Resmi Gacor88 Link Slot Joker123 Gaming Ladangtoto Slot X500 PGSLOT Situs Slot Deposit Pulsa https://litmas.ar-raniry.ac.id/application/cache/xgacor/ login k86sport tok99toto login