Call Center Site Selection

Site selection is the process by which you find space for your call center business, its staff, and perhaps the ACD, voice mail and other computer telephony equipment that gives it its capabilities.

To look for the right kind of call center space you need to know how much room will be needed for the functions that you want to keep on the premises e.g. call center, software development, training, fulfillment, shipping, marketing and management. You will need space for ancillary services such as training space, reception, the snail mail room, supervisor offices, washrooms, computer / telecom rooms and space for amenities such as a break area, cafeteria, even bike racks, a gym, daycare, petcare and perhaps something lavish such as a barbecue pit. It all depends on the company s size, type and culture. If you re not in a downtown area or don t want to be, you ll also have to plan for on-site parking.

The shape and size of your functional areas depend on what goes in them and how you supervise your workers. If they function in teams, such as those found in advanced customer service, help desk or software development, then they need enough space and be grouped to facilitate teamwork, with a combination of cubicles and workstations laid out in such a way that so they can roll over to each other or meet en masse. When managing a help desk it s also an excellent practice to have space for the actual...