Colliers International
Call Center Services Group
Prepared By: Ralph Birkhoff – Director, Call Center Services Group
Danielle Babineau – Project Coordinator, Call Center Services Group
2009
Navigating Clients Through Global Markets

An Innovative Partnership

Colliers International
Call Center Services Group
&
Sprung Instant Structures
CCSG + SIS = An Innovative Partnership

Value Proposition
“Colliers International CCSG, in an exclusive partnership with Sprung
Instant Structures, can now deliver a customized call center structure,
up to 10,000 m² in size, to any serviced site in the world, in less than
180 days, for 30-40% less than the cost of a conventional building .\"
- Ralph Birkhoff, Director, Call Center Services Group

Agenda
The Issue – Why do we need this?
The Solution Team – Who is Involved?
The ‘Instant’ Call Center
Addendum:
Specifications
Environmental
Case Studies
An Innovative Partnership

Industry Challenges

The Challenge
Customer service functions are seeking and identifying low
cost labor markets, but often where the real estate market is
undeveloped;
This provides potential labor cost advantages , however,
there are often no existing real estate vacancies, and few
conversion opportunities;
Conventional local construction can take 10 – 16 months.
Limited Real Estate

Industry Issues
The traditional development process is slow and
tedious (typically not based on NA model);
Tenants want control and flexibility to change,
expand, and to now even MOVE their building;
Building costs are increasing – no guarantee on
final price or completion time;
End result may be an uninspiring building.
Limited Real Estate

The Solution Team

Colliers International Call Center Services Group
The Colliers CCSG was established to respond to the specialized needs
of the corporate call center and BPO industry, and to guide our clients in
developing global services to support their business strategy.
To best serve our clients, we must focus not only on existing markets,
but on the world’s emerging markets. We are constantly exploring new
regions and evaluating geographical locations to support specific
language, skill, and technical requirements.
CCSG Background

Colliers International Call Center Services Group
We are a full service specialized business unit, dedicated
solely to the call center industry, offering a menu of
services including: site selection, labor analytics,
transaction management, and logistical support.
Our Mandate is to identify the most productive, profitable,
locations supporting our clients’ global business strategies.
CCSG Background

History of Sprung Instant Structures
Started in 1887 developing re-usable,
transportable shelter systems for mining
and exploration.
Their ingenuity spans four generations
and continues today with the Sprung
patented stressed membrane structure.
Sprung Company Background

Sprung Structures – Initial Uses
Military Storage Aircraft Hangars
Sprung Product Background

Developed Uses and Applications
The benefits of Sprung structures include speed to market, flexibility of
use, customization, and unparalleled engineering.
Trump Casino Intel Office Sprung Head Office
Sprung Product Background

Developed Uses and Applications
Sprung structures provide an attractive, permanent appearance with
features that are typically found in conventional construction.
Food Services Windows & Skylights Graphics and Logos
Sprung Product Background

Challenging Projects
New York – Ground Zero
Alaska – 120 MPH Winds
Indiana – 80,000 sq² Casino
NASA – Shuttle Hangar
Northern Kuwait – Hangar
Arctic – Close to North Pole
Kansas City – NFL Facility
Sprung Projects

Extreme Weather Conditions
Desert Arctic
Sprung Projects

Sprung Provides Structures in over 90 Countries Worldwide.
Mexico Nigeria Afghanistan UK
Argentina Guinea Iraq Kyrgyzstan
Chile Liberia Turkey Tajikistan
Angola Mauritania UAE Kazakhstan
Tanzania Malawi Kuwait Singapore
Rwanda Australia Italy China
Kenya Saudi Arabia Holland Japan
Ghana Bahrain Ireland Russia
Sprung Project Background

Architectural Stressed Membrane Advances
Denver Int’l Airport Millennium Dome - UK
Internationally Recognized

Architectural Stressed Membrane Advances
Sony Center - Berlin William Younger Center - UK
Internationally Recognized

Sprung Structures – Initial Uses
Sprung Product Background

Construction Process – Site Prep
Concrete Pad with Plumbing

Construction Process – Frame and Membrane
Arches Raised and Membrane is Inserted

Construction Process – Interior Build Out
Optional Wall Systems and Suspended Ceilings

Exterior Finishing
Glazing Walls – Design Features

The ‘Instant’ Call Center

Call Center Templates
A/ Approx. 40,000 square feet (3,720 m²)
Center ‘Core’ Common Elements
465 Seats - Structure Construction Time – 50 to 75 days
A/ Approx. 80,000 square feet (7,430 m²)
‘Pentagon’ Style Structure – Staff Dedicated Central Area
Front ‘Core’ Common Elements
906 Seats - Structure Construction Time – 65 to 85 days
Limited Real Estate

Call Center Template
40,000 square feet
Call Center Applications

Call Center Template – 40,000 sq²

Call Center Template – Interior
465 Seats

Call Center Template
80,000 square feet
Call Center Applications

Call Center Template – 80,000 sq²

Call Center Template – Interior
906 Seats

Interior Improvements
The Sprung Rapid Deployment buildings are
custom designed to meet any client requirement.
Interior mezzanine space can be constructed to
increase interior square footage.
Users can design a template building and replicate
it in multiple locations, thereby eliminating design
time.
Call Center Applications

Saving Time and Money

Construction Timeline Assumptions
Total project time includes Scoping, Contract Negotiation,
Design, Manufacturing, Materials Delivery and Construction.
Construction is based on providing a 4,000 m² building, with
basic M&E and the required substructure and connectivity to
services.
Installation Timeline

Construction Timeline
Based on a 4,000 m² model
24 weeks = 5.5 months
52 weeks = 12 months
Installation Timeline

Construction Timeline
Typically, assuming a 4,000 m² building, Sprung can deliver 18-24
weeks faster than traditional build.
Our ability and confidence to deliver a Sprung building on time
would be underwritten by contractual penalty clause covenants.
In other words we GUARANTEE delivery date and final cost!
vs.
Installation Timeline

Call Center – Structure Costs
Conventional Structure Cost $125.00 per sq²
Sprung Structure Cost $82.50 per sq²
Savings $42.50 per sq²
The Sprung Structure cost is 66% of conventional build.
Note: Prices in US Dollars - Does not include fitout – Comparable UK site
Financial Comparison

Call Center – Structure + Interior Costs
Conventional Structure Cost $247.50 per sq²
Sprung Structure Cost $102.50 per sq²
Savings $145.00 per sq²
The Sprung Structure cost is 41% of conventional build.
Note: Prices in US Dollars – Comparable UK site
Financial Comparison

Benefits of Rapid Deployment
First to Market – Able to ‘Control’ existing Labor advantage
Rapid Deployment – an instant solution!
GUARANTEED Project Pricing and Completion Schedule
Extremely Competitive Cost Per Agent
Highly Efficient and Attractive Interior Environments
Benefits & Opportunities

Competitive Advantages
Real Estate Advantages Business Advantages
Shortened Project Schedules Greater Operating Efficiency
Reduced Complexity Improved Employee Morale
Lower Cost Per Agent Higher Client Satisfaction
Reduced Risk Increased Center Productivity
Benefits & Opportunities

Thank You