Facilities with Indirect Customer Contact
Services such as telephone call centers and virtual firms that only link to the customer through a website do not re-quire the customer's physical presence in order to deliver the service. Examples of the wide variety of
services that have call centers include hotels, airlines, and car rental agencies (fores reservations) brokerage and financial services (for trading transactions); and mail order businesses such as L.L. Bean and Land's End (for customer orders). Call centers also provide customer service support for both services and manufacturing companies. These same services often provide a website as an alternative channel of communication with the customer. With these types of facilities, the choice of location. in terms of being near the customer, is not an issue. Consequently, the site selection process in these case is very
similar to that of back-of-the-house service operations. as discussed in the following section. In fact, both the call centers and websites are frequently located in the same facility to take advantage of economies of scale.