Original Broadcast: Wednesday, February 19, 2020
With customer expectations continuing to evolve in a global market-place, Australian knowledge service centres are having to deal with the twin head winds of increasingly complex inbound enquiries and pressure to reduce the cost to serve customers.
Three quarters of knowledge service centre operating costs are devoted to location sensitive expenses, so the choice of where to locate your centre is a business-critical decision. Do you choose to locate in a lower cost regional location where labour costs may also be lower, but the talent pool is more limited? Or do you invest in a more expensive metropolitan location with access to a wider talent pool but where there is more competition for talent and a higher turnover rate?
Join Dr. Steve Nuttall, Director of Research at Fifth Quadrant and Fiona Keough, CEO of Auscontact Association in a discussion with Martin Braithwaite, General Manager, Operations Managed Services at NEC Australia as they take a look at Fifth Quadrant’s latest research report about how different locations or cities are delivering to the needs of Australian Knowledge Service Centres now and in the future.
|Dr. Steve Nuttall||Fiona Keough||Martin Braithwaite|