We are frequently asked by corporate leaders in various industries, “Where should we locate our next facility?” Call center saturation can greatly impact the performance and profitability of a corporation due to employee attrition, wage increases, and labor quality decline.
There are constant revisions to our site selection lists based on certain markets getting saturated for a particular use. Here, we use Call Centers as the use to develop these lists of cities, in 3 tiers of overall market size, that are the most saturated for that use. These stats help in both traditional and non-traditional ways. The traditional is obvious – “Let’s not go to these markets for our new facility, because the saturation levels will clearly impact our ability to attract and retain talent and maintain appropriate profitability.” The less traditional view is a bit of arbitrage. “We know that our use/industry pays more for talent than a call center does. Can we go to one of these markets to capture underpaid talent from the call center industry?”