Team Performance

Scaling Your Service Operations: Where to Open Your New Contact Center

Customer service leaders know the importance of finding the right location for their growing teams. There’s a balance to strike between being both cost-effective and centrally located so as to attract top talent. Growing businesses tend to find that headquarters doesn’t always have the space or resources to support a scaling customer service team. As a result, many growing companies have opened call centers in more remote cities across the United States. 

Consider these five popular choices when evaluating the grounds for your new contact center:

1. Texas

Dallas

Texas has become a mecca for growing call centers. The low cost of living and wide expanse of land makes the state a ripe environment for business growth. Not to mention, it’s central location makes it easily accessible to businesses headquartered on the east and west coasts. If you choose to open your contact center here, you’ll find you’re in good company with other businesses such as Citibank and Fidelity Investments.

Key Cities to Consider:

  • Dallas
  • Houston
  • San Antonio

2. Utah

Salt Lake City

According to Forbes, technology companies accounted for more than 66% of all major commercial leases signed in Utah in 2018. Forbes attributes this to the low cost of living and the growing millennial population. Several well-known companies are already reaping the state’s many benefits, such as Brex, StubHub, eBay,  E*TRADE, and Wayfair. 

Key Cities to Consider:

  • Salt Lake City
  • Draper

3. Florida

Florida

Florida has seen an increase in young professionals who crave a warm climate without the hefty price tag. Local reports show that most new residents are relocating from California (11%), New York (9%), and Texas (9%). As a result, Florida has become a hotbed for company contact centers, including Chewy, Robinhood, and Progressive.

Key Cities to Consider:

  • Fort Lauderdale
  • Tampa
  • Jacksonville

4. Georgia
Atlanta

Despite Atlanta’s rapid rise in popularity, the state of Georgia has maintained a relatively low cost of living and a large young professional population. State Farm, Verizon, and E*TRADE have all opened contact centers across different cities in Georgia and we see no signs of slowing down.

Key Cities to Consider:

  • Atlanta
  • Macon
  • Alpharetta

5. Ohio

Cincinnati

In addition to these southern states, the midwest has become a popular region for growing businesses and their contact centers. Centrally located between the coasts, full of large rolling landscapes, and home to many young professionals, many companies like Candid, Amazon, and Chase have come to call Ohio a home away from home. 

Key Cities to Consider:

  • Columbus
  • Cincinnati

While these five states are ripe for new business, they’re by no means the be-all and end-all. Site Selection Group recently compiled a list of the top 25 cities with the highest population of contact center workers. The list captures the overall trend of moving to the south and midwest, as contact centers try to broaden their reach across the country. With the relatively low cost of living and dense population of skilled workers, these 25 cities serve as an excellent jumping-off point as you begin to explore your options for your new contact center.