Location, location, location. It’s the biggest buzz word in real estate, but it’s also crucial to the success of your business, regardless of the industry you’re in. The location of your operations center can have an impact on everything from the quality of your service to your bottom line.

Number of Operations Center Locations

The first crucial point to consider is the level of risk associated with operating from a single location. What happens to your operations in the event of a natural disaster or conflict? What about a power or internet outage? Or with unprecedented reaction to pandemics like COVID-19? With only one location, your customer service could be eradicated or suffer significant downtime by an unforeseen event.

Vervent has six strategically located operations centers with a system uptime of 99.5%. Our geo-redundant environments in San Diego, CA; Baja California, Mexico; Portland, OR; Sioux Falls, SD; Sibulan, Philippines; and Bengaluru, India all working together to support your business, no matter where you are headquartered. These handpicked locations – which are highly disaster-averse for many weather and nature-related issues like blizzards, hurricanes, floods, and tornados – offer your customers extended hours, bi-lingual agents and diverse recruiting pools to support a variety of industry and function specialties. And because our solutions are spread across multiple locations and our technology is cloud-based, they can be adjusted from region to region to keep servicing your customers in the event of an emergency.

Scalability & Staffing Impact

Scalability is crucial when choosing an operations center location due to physical facilities and staffing. While metropolitan areas are often financial hubs, they present economic and logistical challenges for customer support. Skyrocketing property values make it extremely expensive to build and operate in these areas. In addition, it may not be possible to build or expand due to low real estate inventory or inaccessibility caused by traffic or location within the geographic area.

From a staffing perspective, the concerns are similar. You cannot run a successful customer service without well-trained agents and office staff. Your operations center’s location must be in a region rich with qualified candidates seeking professional opportunities. This means access to multiple levels of experience and education, as well as enough other business and educational institutions available to help ensure both. Vervent’s geographically diverse locations paired with our expertise in recruiting ensure that your solution will be staffed effectively. For example:

Vervent is headquartered in San Diego and houses 100-seat state-of-the-art non-voice operations center along with our primary corporate staff. Vervent Portland is our 150-seat-capacity non-voice operations center and home to our IT Command Center. It takes advantage of the tech-rich experience in the Northwest. It is located outside of the city close to the Washington border to make it accessible for residents of both states.

Positioned just minutes across the border from San Diego, Vervent Baja’s 1,100+ seat global operations center was specifically designed with scalability in mind to support business growth when needed. Size, technology, versatility, and best-in-class recruiting are standout features of Vervent Baja. Built specifically for Vervent, this location offers access to experienced agents; Tijuana has a robust call center industry and recruiting funnels from three large, reputable local universities. Our Vervent Baja agents are fluent in both American English and Spanish, and there is added economic advantage with the same service levels being in Mexico.

Vervent Sioux Falls’ operations center holds 200 seats along with our specialized Credit Risk group. Sioux Falls is a hub for customer service and credit card servicing support, ensuring an experienced pool of local candidates.

Vervent India, our Global Capability Center, complements our existing operations centers with more bandwidth to support our clients and their customers and allows for 24/7 project and IT coverage.

Our Philippines BPO Operations and Contact Center, Smiles on Demand, specializes in non-financial specialized voice and non-voice customer service, back office and logistics support. Smiles On Demand provides more scale for our clients’ customer support needs via expanded hours and increased staffing.

Determine Location Value

The local economics of the area selected will influence the overall cost of operations, as the price of everything from rent and utilities to labor and technology differ from region to region. When evaluating where to station your operations center, remember that cutting corners on facilities, equipment, and/or staffing may sacrifice the quality of service you provide and your bottom line.

Whether you are looking for a highly scalable, economically advantageous option for a relatively simple service campaign or an expert solution for Capital Markets Services, Primary, or Credit Card Servicing, our secure Global Operations Centers can provide the custom geo-diverse support that drives your business forward, faster.

Operations Centers vs. Call Centers

Vervent offers specialized operations centers, not just call centers. Each location hosts multiple business functions, on-site management, custom training centers, and knowledgeable employees who understand our business, your business, and your customers. Built with cutting-edge technology, proven data, physical security, and AI, we are more than just phone operators. We pride ourselves on being true partners in your service, growth, and success. This level of service requires a deep understanding of business, process, management oversight, dedication, and experience.

Vervent’s state-of-the-art operations centers are equipped with PCI Data Security Standard Level 1 and are SOC 1 and 2 certified to provide top-notch service with a protocol that is innovation-forward and hedged against risk. From highly trained agents to industry-leading technology, premium security, and the know-how to quickly deliver results, we have proven, turnkey solutions for credit card, loan, lease, and backup servicing, and general customer service across a variety of industries. Your customers will build meaningful connections with your brand while getting the expert service they deserve.

Learn more about how Vervent’s operations centers can benefit your company—contact us today at 888.486.2509 or [email protected].