chapter  3
Location, Location, Location
Pages 24

This chapter examines a common issue faced in business: What is the best location for a particular facility that will help maximize profitability? Since call centers require a large input of labor, critical factors in site location are the size and type of labor available. The right mix of labor helps managers hire successfully, thusmeeting the objectives of the center. The location of a call center will by default determine the number and type of employees it can hire and retain. Conversely, the number and type of employees sought to fill the center should strongly influence the location of the call center.