|
In Japan, a common problem is space and finding a location with a
reasonable cost structure. The biggest challenge Prestige faced was
finding available land space, and determining whether all forms of data
and voice networking were accessible.
How long does a
typical process take from inquiry to completion of a new site?
The decision to expand alone depends on a number of variables: cost,
demand, etc. After that decision has been made, the company enters into
a long process of selecting the right location to suit the company's
needs. Prestige originally started talking about another call center in
Japan around August-September 2001. After the September 11 attacks, this
was taken much more seriously. A decision was made to build in Akita
prefecture in November 2002 and the center opened in October 2003.
What can other
call center companies expect in terms of cost in finding a new location?
Relocation and expanding to a new location poses high cost in the
beginning but a company must look at the whole picture to gauge if the
initial investment will provide a good return over time. While our
relocation in Japan showed up as a large one-time expense on our books,
running costs in Akita are 20-30% cheaper than Tokyo, and this profit is
to be shared between Prestige and its clients.
Prestige did not use a
site location consultant an industry association and therefore we did
not incur those costs.
Over the years,
have client's request changed?
The company has grown steadily over the past 10 years, outgrowing 1
floor then 5 floors. We have now reduced our Tokyo floor space by
relocating much of our operations to the cheaper Akita site.
What tips would you
give to a company that is searching for a site independently?
How do you help
companies find the right location for their call center?
Look at the locations from all angles, not
just making a profit:
How do
companies go about finding an agency and working with them?
Prestige chose to work with a Development Agency. The government
introduced us to many companies and we chose one to fit our needs.
What factors
should companies consider when choosing to work with a development
agency?
When choosing a Development Agency, use the recommendations of the
government, then look at the following:
What role do
development agencies play in assisting with designing building and
operating a new site?
Since Prestige's corporate is located in Tokyo, our company
could not perform each detailed step. The development agency was able to
assist us in all the day-to-day roles that Prestige could not.
Are there any;
new trends in the ways call centers are being designed?
The call center facilities are similar to call centers in the US, which
never existed in Japan until now. The building is under 24-hour security
monitoring as well as having a cafeteria, gym and child-minding
facilities. These were added to attract new employees and retain current
employees.
Are there any
standard designs that are used most frequently?
Regarding the Akita center in Japan, this is the first call center Prestige International has built. All
our other offices are in pre-existing buildings. The design for this
location is unique, as we wanted something special to stand out from the
crowd. This call center's "additional perks" - encompassing a gym,
childcare facility and free car park - are a first in Japan.
The goal in adding these
features was to provide convenience to many of our operators with
families.
Are there
different designs for different types of centers?
Although the furniture is not custom made (a current model is used), we
needed to utilize specific furniture in order to accommodate the
circular shape of our facility, our gym and childcare facilities. In
addition, we wanted to make sure our cafeteria provided a comfortable
and relaxing environment for our employees.
About Sharon
Melamed
Sharon spearheads global business development for international
contact center operator, Prestige International. Sharon is a marketer who has secured
outsourcing contracts for the company,
including e-commerce players, telecommunications providers and direct
marketers. Her study of foreign languages has given her insights
into the challenges of operating and managing multilingual and
international contact center.
About Prestige
International
Prestige has a network of 16 offices around the world offering call
center/outsourcing solutions in 13 major Asian and European
languages. Services include inbound and outbound call center services,
payment processing and fulfillment.
|
