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Article: Building can 'make or break' a call centre
- Article from:
- The Scotsman
- Article date:
- August 3, 1999
- Author:
CopyrightCopyright 1999 The Scotsman. Provided by ProQuest LLC. (Hide copyright information)
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WHAT is it that attracts a call centre operator to one part of the
country in preference to another?
A combination of quality of staff, availability of that staff and
relatively low salary levels pertaining in the region, no doubt.
An actual building for the centre is probably some way down the
list of priorities.
But while property accounts for well under 10 per cent of the
lifetime cost of running a call centre, and is treated as secondary
to the factors mentioned above, it can be a "make or break"
consideration for the operator if the right building cannot be made
available in time.
This is one of the key findings of GVA Grimley's Call Centre
Review 1999, which draws on the experience and ...