Call Centers

1308 Words6 Pages
When you see a commercial with an announcer stating, “Call now, operators are standing by,” your call is being answered by a call center. Call centers are locations that can perform a variety of tasks for a business. According to Wikipedia.com, “A call centre or call center is a centralised office used for the purpose of receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research.” (http://en.wikipedia.org/wiki/Call_centre)
Call center staffing is just as important
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* Verbal, written and interpersonal communication skills with the ability to carry out instructions and instruct others, train personnel, read, analyze and interpret documents, understand procedures, write reports, speak clearly to customers and employees. * Ability to deal with problems involving multiple facets and variables in non-standardized situations. * High school diploma or GED, some college preferred.
Based on this job description for this job, one can question how businesses can offshore this type of skill set. However, of the many American manufacturing jobs have been outsourced and moved overseas, call centers also reflect a major industry that has made the shift as well. Companies should consider this move with caution as there can be a negative impact basing this move with regard only to profit. According to the text book, page 144, “As of 2011, entry-level customer service representatives in India earn between $4,200 and $5,200 per year, a good salary by India’s standards.” However, in a 2010 article posted at NPR.com, Carolyn Beeler states, “High inflation and double-digit annual raises in some sectors are pushing up the cost of labor in India. At the same time wages in the U.S. are falling and companies are rethinking the trade-offs associated with outsourcing.” (http://www.npr.org/templates/story/story.php?storyId=129406588)
In 2004, HP Computers opened a call
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