Need capacity? Be prepared to act fast when the timing is right for growth.
Challenge
The owners of a large national, bankcard/credit card collection agency anticipated needing more capacity to service a potentially-growing client base. They had to find an ideal location to open a new 100 seat call center in the U.S.
To be optimally responsive to their clients, they would have to act fast when the time came. However, even the initial process of selecting the appropriate location required a level of geographic market knowledge and specialized commercial real estate expertise that would make the project too time consuming and expensive to conduct in-house.
Solution
As advisors to this agency, Kaulkin Ginsberg had been working with the management team to develop their growth strategy and we had a thorough understanding of their requirements. We have the industry connections to build an expert team for virtually any specialized project. For this assignment, we partnered with experts we know who specialize in call center selection to help locate ideal facilities for the agency.
We worked with the selection team on the criteria, based on the type and stage of paper that would be collected. The team then conducted a detailed analysis of ten potential markets for the agency’s new call center, looking for regions that could deliver 20 to 30 percent savings in operating costs compared to their existing centers.
For each market, the team assessed the available labor pool, the costs for operating a call center in the region, the real estate available, the rate of call center saturation in the area that would create labor competition, and any economic incentives offered. After the assessment, they provided a short list of markets and facilities that best fit the agency’s requirements.
Result
The agency now has detailed data to guide their business development and operational growth plans, with a pipeline of locations to consider immediately upon the need to expand. Because of our team’s knowledge of these locations and facilities, there will be virtually no ramp-up time to initiate a transaction. In fact, owners of many of these vetted facilities are already prepared to conduct a transaction should the need arise.
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