The territorial strategies of contact center companies: specialization of services provided and the search for new locations

ABSTRACT

The present article intents to analyze the spatial strategies of contact center companies. The specialization of services provided and the territorial dispersion for more advantageous areas set the choice of the three companies analyzed: Contax, Atento e a “Company A”. The territorial strategies of the first two and express what has been a common practice among large sector companies: the dispersion of production units to new locations - especially for the Brazilian Northeast - made possible by the control at corporate headquarters, installed in the main Brazilian metropolis. On the other hand, the “Company A” keeps most of their units in the main metropolitan areas of South and Southeast, and, as opposed to other firms, concentrates his services in more specialized activities, as information technology and network infrastructure. These different strategies analyzed in the article, result, however, of a common goal: screening for new forms of accumulation, by the strategic location, or the constant use of new information systems.

Territorial division of labor; territorial strategies; Contact Center companies; information technology; territorial incentives