Contact Center Site Selection

Project Background Client required rapid evaluation of alternative sites for call centers
Business Challenge Site selection criteria included balancing risk of severe weather (hurricanes), availability and cost of work force, education levels and bilingual language skills, cost/suitability of facilities, ability to access community investment support
Project Approach • Established client project team and facilitated development of client evaluation scoring model
• Conducted initial data collection and prepared initial ranking model
• Identified finalist site candidates and reviewed with selection team
• Developed refined selection criteria and more detailed scoring model
• Ranked and recommended 3 finalist sites and presented to executive team
Business Benefits • Completed site evaluation and community selection process in 4 weeks with minimal impact on executive time and limited travel and research costs.

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