Site Selection – Beyond Labor Arbitrage
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Choosing a new center location is no longer primarily being decided by labor costs.
Drivers such as type, complexity and expanding scope of work play a vital role in how talent is assessed in any potential location. Factors such as language skills become increasingly important as centers assume more global remit.
Understanding the elements to consider and sources of data available are an essential first step in evaluating a location.
The session includes:
- Site selection criteria and considerations
- Demonstration of SSON Analytics’ City Cube tool - compare countries and city locations across multiple key measures including number of existing SSCs, average salaries, cost of living, language and talent availability.
- Planning and Launching resources and best practices to select a site that fits your culture.
This webinar was originally recorded for Shared Intelligence, SSON's private practitioner-only online community. To qualify for a free 1 year Shared Intelligence membership, simply attend an SSON event.
Rochelle Hood serves as Global Head of Customer Analytics and Research for SSON where she is responsible for enhancing member value and experiences.
Rochelle has managed operations and led projects in multiple disciplines including shared services, call center operations and information services. She is a certified Project Management Professional (PMP) attaining her credentials from the Project Management Institute and is a Lean Six Sigma Green Belt. Rochelle holds a BSc in Accounting and a Masters in Business Administration. Rochelle’s professional experience includes project management, process excellence and service delivery roles at IBM, QVC and companies in the defense contracting industry.
Phone: +1 321 574 8823
Aishwarya Tandon is a Research Analyst at SSON Analytics where she is responsible for developing data tools and creating visual interactive reports showcasing the SSO landscape across different regions.
She manages the City Cube – a data tool that compares locations across multiple key variables – and the Intelligent Automation Universe, which showcases customer adoption and software vendors in the space of RPA, Cognitive and Artificial Intelligence.
Phone: +65 6722 9362