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论文作者:英语论文论文属性:硕士毕业论文 dissertation登出时间:2012-02-22编辑:lena ding点击率:4517

论文字数:7042论文编号:org201202221129091023语种:中文 Chinese地区:英国价格:$ 22

关键词:the economic and social problemhigh-quality call center outsourcing services

摘要:自1990年代以来,许多大型国际公司建立客户服务呼叫中心客户谘询,为满足不断增长的需求。在过去的几年中,新出现的业务向海外市场扩展的时机代表中一种主要的新趋向。英国公司的数量将大客户服务的呼叫中心在印度。这主要是由于服务行业的成本在印度是相对较低。喜欢英国公司呼叫中心外包到印度是另一个重要的因素,因为你想打电话负担得起的客户支持服务中心,在印度的前提下,确保品质。印度市场、低工资成本,印度呼叫中心在一个位置,在任何天气一天一个高质量的基于呼叫中心外包服务在英国可以做,如果你将被提示这些原因实施成本低于50%更全球化的呼叫中心外包公司在印度,因为他们进入一个有效的价格优质的呼叫中心外包服务。本本就此类课题进行了详细地论述。

  • Introduction
    From the 1990s, many large international companies to set up customer service call centers to meet growing customer advisory needs. Over the years, the emergence of new business to move overseas represents a major new trend. The amount of large UK companies put customer service call centers in India. This is mainly because the cost of the service industry in India is relatively low. UK companies like make call centers outsourcing to India is another important factor, because to make the call affordable customer support service centers in India, the premise of guaranteeing quality. With the Indian market, low wage costs, the Indian call centers in a position in any weather day based on a high-quality call center outsourcing services in the United Kingdom can be done, if you will be prompted these reasons to implement the cost of less than 50% more global call center outsourcing company in India because they get in a cost-effective price to high-quality call center outsourcing services. In addition, addition, due to the flexibility of the off shoring call centres, they become one of the most important methods for the companies. For instance, the call centres could be established in anywhere, which has the cheap land and plentiful workforces such as India (Richardson, R. and J. N. Marshall. 1999).For instance, British Telecom and many other great British company's customer service call centers are located in the southern Indian city of Bangalore. Casually walked into a call center, can see hundreds of young men and women are busy answering Tel., Although this work in the UK is a simple and low-income work, but in India, it is such a hot job, operators who can apply must be university graduates. The operators’ salaries vis-a-vis the national average is extremely high. For example, the operators’ wages are twice what the local teachers' salaries and are almost as professional doctors ( Zhenhong Cheng, CCTV, 2005 ). As a result, there are a number of human resources issues focus on the off shoring call centres. the off shoring call centres could be defined as potential advantages for the company because the flexibility characteristic of them. However, the off shoring call centres also could bring a number of problems for both home and host countries. In this article, it will analyse the human resources issues in off shoring call centres, such as workforce and job opportunities, employee's turnover. In addition, the benefits and disadvantages to off shoring call centres for UK and India are the mainly parts of this article. And the derivative problems also are mentioned in this article, such as the economic and social problem.

    Reference list
    1. Andy McCue, 2004. UK customers defect over offshore call centres. https://www.51lunwen.org/humanresource/2012/0222/1129091023.html https://www.silicon.com/management/cio-insights/2004/05/11/uk-customers-defect-over-offshore-call-centres-39120605/
    2. Andy McCue, 2005. Indian workers fed up of ‘dead end’ offshore call centre jobs. https://www.silicon.com/legacy/research/specialreports/offshoring/0,3800003026,39128736,00.htm
    3. Andy McCue, 2005. India facing offshore call-centre skills crisis.
    4. Anna van Zoest, ippr, July 2004. Off shoring practices in the UK – Where are the Limits?
    5. Carmit. DiAndrea, 2010. Hey CFO, where will you outsource to now?
    6. Daily Mail 30 September 2005
    7. Eddie Keating,2008. NWUA.
    8. Michael Kavanagh,2011. Santander India call centre: back to UK. https://blogs.ft.com/beyond-brics/2011/07/08/santander-mov论文英语论文网提供整理,提供论文代写英语论文代写代写论文代写英语论文代写留学生论文代写英文论文留学生论文代写相关核心关键词搜索。

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