6. The Competition

• Use job posting trends to identify your close competitors’ presence and recruitment activities in each location being considered
• Identify which industries hire the most for the occupations your company will need. Identify and profile top companies in each location being considered.

The Enterprise Analysis
Monster followed the analytical framework above to provide insights using current and historical data to support Enterprise’s decision on contact center location. The new contact center would need to handle more than 10,000 reservations and customer service calls per day. The services provided would include reservations assistance and customer support. Working together Enterprise and Monster identified the most critical occupations by level (entry-level, managers, directors) of customer service personnel.

As the next step, Enterprise selected a short list of four possible site locations. For purposes of the case study, we call them Markets A, B, C, and D. Although Enterprise had narrowed the locations under consideration internally, the Enterprise team requested that Monster take an external view and compare these locations to other markets across the United States to ensure that all possibilities were evaluated and that no favorable location was overlooked. At the time of the analysis, Monster analyzed millions of candidates who might fill Enterprise’s needs and the uncovered the following:

• There were more than 3.5 million customer-service resumes in the Monster database, with an average of over 99,000 new resumes being added each month. This equated to about 177 customer-service resumes for each job posting on Monster.
• On average, there were over 4.3 million customer-service job searches each month, and there were over 2 million job-search agents sent to candidates looking for similar jobs. Over 84 percent of these job-search agents were received daily via e-mail.