We're an Australian business currently planning an expansion to the UK later this year.
One of our key considerations is where to locate our headquarters to make it easiest to attract great contact centre staff. Our largest team by far will be our contact centre.
Is there anywhere in particular you'd recommend?
We're considering London but are concerned by the availability of talent, and the cost of commercial real estate.
There's nothing we've read or been told that has made us concerned about the availability of talent there. It's just that London is such a global (and expensive to live in) city, we're concerned there aren't that many people looking for entry-level contact centre roles.
The cost of commercial real estate seems prohibitive in some of the most central areas like Mayfair but gets far more reasonable in areas further out. I've noticed quite a few different call centres advertising positions in west London, particularly in the Chiswick and Wembley areas it seems, and the real estate there is far more affordable (and comparable to other markets like Edinburgh).
London aside, we're also considering Edinburgh which I've heard referred to as the call centre capital of the UK (and which has Amazon's call centre among many others).
All things being equal, London would be better for our business for a number of reasons unrelated to recruitment. But attracting great contact centre talent is our number one priority—if London is 80% as good as other places like Edinburgh, we'll consider it. But if it's only 30% as good, we'll immediately exclude it from our considerations.
Thanks in advance for your help!