7 Reasons You Need a Consultant when Looking for a New Contact Center Site
By: Colin Taylor
Why would you want to retain a consultant? Common wisdom would have it that all they do is “borrow your watch and tell you the time”.
What can a consultant really bring to the table that can assist your center and your organization when you a looking at moving or establishing a new center?
Seven Reasons You Need a Consultant’s Expertise When Selecting a Contact Center Location
Seven reasons come to mind quickly, I will let you be the judge as to whether or not they are good reasons:
1. You don’t know what you don’t know.
This may sound trite, but it is also true. Now I could quote Donald Rumsfeld on “known knowns” and “unknown unknowns” but suffice it to say that unless you have been through this process repeatedly it is unlikely that you have the same level of experience and insight as a consultant could bring to the table.
2. Eliminates internal bias.
Internal bias often exists in organizations. It may not be overt and is often spawned by a belief that if we can put the center anywhere, then why not near the VP’s summer home or the CEO’s ranch, or somewhere warm in the winter. In a consultant lead process this bias is eliminated or at minimum identified and challenged.
3. Eliminates external bias.
Your CEO and your Board members have friends, and they have friends of friends. It is likely that at least some of these folks will be contacted through personal or social networks by one or more jurisdictions that wish to attract the call center. The people in Economic Development (EcDev) are professionals, they have fine-tuned their pitch and can make any location sound like it is Shangri-La. A consultant lead process eliminates this lobbying and restricts the EcDev pros from lobbying the Board by ensuring that all contact is through the consultant.
4. Lack of Knowledge or Bandwidth.
The two most common reasons for hiring consultants are that either: you don’t possess the knowledge/experience internally, or you have the talent, but don’t have the bandwidth to complete the specific task while completing the existing work and job activities. In site-selection experience can be crucial. Many consultants have developed proprietary models (I know that Taylor Reach does) and methodologies that facilitate a deeper analysis of the relevant data points that can be generally be completed internally.
5. Incentives are always available.
Now the salad days of site-selection are gone, you can no longer build and outfit a center for $1. There are tax credits, low-interest loans, and still grants in some markets all tied to the local wealth created by the operation of the call center. Consultants will have more experience dealing with the EcDev and government agencies and can ensure that all possible incentives are evaluated against a realistic and sustainable job creation model. There are lots of empty contact center around where the economic incentive was very attractive, unfortunately to market wasn’t well suited for contact center operations.
6. The track record is important.
With the experience of building centers domestically and internationally consultants can bring their experience to bear on any future site selection project. Local laws and regulations, customer and work practice knowledge is essential. What is the cost to terminate an agent in the Dominican Republic? How does long-term service leave affect Australian call centers? What are the specific advantages of locating in a ‘Right to Work’ state? In each case, a consultant can leverage their experience in order to properly cost and budget for a new center.
7. Consultants offer one final advantage in this or any consulting engagement.
That advantage is that you didn’t execute the project the consultant did. This positioning means that you can take credit for the astute decision to bring in a consultant on any successful project and be insulated from blame if the project is less than successful. You can always fire the consultant. Of course, whether it is credit or blame will have a lot to do with your due diligence in selecting the consultant in the first place. But that is the topic of another post.
It is unlikely that this article will change anyone’s mind about hiring a consultant although I do hope that I have reminded you of some of the advantages that can be achieved when working with the right consultant and highlighted some of the risks associated with treating selection as a DIY project, or investing in an inexperienced or unprofessional consultant.
Colin Taylor is the CEO & the Chief Chaos Officer of The Taylor Reach Group, Inc. – a Call Center, Contact Center and CX consulting and research firm based in Toronto and with offices in New York, Atlanta, Ottawa, London, Beijing, Hong Kong, Bangalore and Sydney Australia. With more than 40 years of Call Center leadership experience operating in-house Contact Centers, building one of the most successful BPO organizations and now consulting since 2003, Colin and his team stand by ready to assist you.
Like to chat? Please feel free to reach out by phone (866-334-3730) or email ([email protected]) and we can set up a free, no obligation, one-hour consultation meeting.
This post was created in 2011 and updated in 2018
Thank you for the comment. You make some great points. An impartial perspective is essential and understanding where you are today is the first step to designing your roadmap for the future. We have developed a Call Center Strategic assessment (https://thetaylorreachgroup.com/services/call-center-strategic-assessment/) process that does this very well. So well in fact that we guarantee the ROI when implementing our recommendations. Of course this type of consultant lead assessment is a large project producing a 90 page report and 80-100 specific and actionable recommendations, but it is not a low cost solution. For customers who have a limited budget or need to identify areas of focus we offer Snapshotz(https://thetaylorreachgroup.com/services/snapshotz/) , the only ‘Cloud’ based call center self assessment tool on the market. Snapshotz allows you to assess your call center across 700+ datapoints and benchmark your centers’ performance versus ‘best practice’ call centers. You can do this yourself for only a few thousand dollars.
I would be happy to discuss the Strategic Assessment and/or Snapshotz services and the relative benefits of each if you would like more information.
Interesting article. Consultants can also know the market as to who pays, who doesn’t, who to avoid, what is working in the current market, who the brokers are, and more. They are like guides through the jungle. Those with experience have learned from their mistakes and that of their providers and how to avoid them which in turn increases productivity. Those with a strong established web presence value your success and their reputation above everything else.