Multiple service center locations cross-trained and able to ramp up for temporary volume spikes, or as mitigation pertaining to disaster recovery, is smart business and well worth the financial impact.  Your customers expect service, and in today’s global world, that service is often required to be 24/7.  To meet the demands of your customers in this ever-changing world, multiple service centers enable the selection of a larger, better educated workforce and in some cases, without the risks of labor arbitrage associated with putting your eggs in only one or limited geographic baskets. 

By diversifying your labor pool across either multiple service centers, or multiple vendors, your company can leverage human capital in multiple timezones, and provide adequately staffed workforces should temporary situations such as connectivity loss, or in longer term situations due to geopolitical or physical events.

Multiple service centers allow also for:

• Human capital.  In this day and age, your labor pool isn’t limited to Birmingham, but rather Bangalore, Boston and Bacolod City.
• Diversified risk.  A typhoon in Manila’s effects on Mumbai is highly unlikely.
• Overflow.  Cross-training agents in multiple service centers, coupled with strong workforce management enable agents in other locations to meet volume demands, occasionally unforeseen.

From a cost perspective, redundancy costs money.  Utilizing one vendor in multiple locations is generally deemed more cost-effective than multiple vendors in multiple locations, as the overall volume to one vendor provides leverage in terms of price.  While systems redundancy is now the accepted norm, many companies do not yet realize the value of human capital redundancy, often until it’s too late.