Market saturation is one critical factor brands must consider when making contact center site selection decisions. The employee attrition, wage inflation, and hiring challenges due to increased competition that often accompanies saturated markets can have a devastating impact on the company’s performance and profitability.
Someone who knows a lot about the effects of market saturation is Brett Bayduss, partner at Site Selection Group, a global location advisory group based in Dallas, Texas. Each year, his group produces a contact center market saturation report relied on by the industry.
“It’s difficult in most industries to know when a market reaches the saturation level,” Bayduss said, “The contact center sector is unique because there is a commonly-accepted level that defines when markets get overly competitive.”
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