Can someone answer this question for me. My company is looking at opening 2 150 seat centres. I have recommended 1 300 seat centre please help. what would be advantage of one over the other.

Thanks

Well it depends on what you are trying to achieve and your type of business.

300 seats has a big advantage in that you have centralised Management / Support Services and in some ways more flexibility for expansion. (No juggling work between sites). It should also mean reduced costs in terms of rent / telco charges etc...

However 2 x 150 seats gives other huge advantages. It can allow you to exploit 2 distinct labour markets. If an outsourcer it allows you to keep work for direct competitors in different locations. Also if in different time zones can extend the opening hours in which you do not pay premiums for unsocial hours.

Hope this helps,

John
www.planningforum.co.uk

The counterpoint to the reduced charges etc..

With 2 sites hot backup and disaster recovery are much easier.

Even for something like a flu epedemic in your center can drastically affect performance. (I Know from experience, we've a cold / bug going round and I was flat on my back most of last week).

A second site can take up the slack and in addition to the benifits John mentioned. I think one of the most important is the difference in cachment areas
for the centers and the amount of staff avaiilable.

Hope this helps.

DaveA

If both are dealing with the same calls then the larger option allows better service levels at lower staffing levels.

Bear in mind one of the most important factors- the people who will be working in them. What will they feel like if they are one amongst hundreds? Although the larger option may seem to be more cost effective, will it be in the long run if you have higher staff turnover and absence?