• Colliers | Columbus

THE FUTURE OF CALL CENTERS

Written by: Hannah Williams, CPRC

Hannah specializes in research capabilities, providing support for the Colliers Columbus Office, Industrial, Retail, and Multifamily Groups. She is responsible for executing data reports, maintaining a commercial property database, reporting quarterly trends, performing data analysis and utilizing statistical information to predict future behavior in the market. She also assists the marketing and research director on special projects and corporate initiatives. Keep reading to get Hannah’s take on the future of call centers.

The future of call centers is another hot topic that is majorly affecting the office sector. With many office employees forced to work remotely since the beginning of the COVID-19 pandemic, many employers have realized that their team members can adequately do their jobs from anywhere. There is a now a question of whether call center employees should move to become fully remote, or if it is important for them to be in the office, interacting with their peers. Below are a few examples of companies that have responded to this question in different ways.


Case Study #1: BMW Financial

One company that is solid in their plan to have employees, including call center representatives, in the office is BMW Financial. The company signed a lease in June of 2021 for the entire first phase of Grandview Crossing, relocating from 5550 Britton Pkwy. in Hilliard. Their workforce is expected to grow to as many as 900 jobs in this new space, and about 65% of the building will be dedicated to call center space specifically. Despite one viewpoint that having call center agents work remotely is more cost-effective, BMW Financial’s plan suggests that the collaboration created from in-person interactions is well worth it.


Case Study #2: Discover

Discover Financial Services is an example of a company that is taking the opposite route and opting for more remote work for their call center employees. They announced in 2021 that they would be selling their office building at 6500 New Albany Road. The 333,000-square-foot property in New Albany is still on the market. Discover has explained that they are exploring options in hybrid working for their employees, and if need be, will lease back a portion of the space at this building. They have expressed a long-term commitment to a number of their call center employees working remotely, which will shrink their overall real estate footprint in the Columbus area.


For more information on Columbus office trends, check out our 2022 Columbus Office Tenant Report!

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