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Call Center Report- from a cultural perspective (includes communication) - Essay Example

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Western companies are seeking places to achieve the benefits of outsourcing by implementing modern technologies in Asian countries like the Philippines, India, and China. This paper describes the cultures and skills of Filipino people that are relevant to achieving success by…
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Call Center Report- from a cultural perspective (includes communication)
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Download file to see previous pages The organization acquired necessary property for the call centre and a number of key management employees having British citizenship will supervise the call centre.
A UK based company extended the business into the finance and insurance sector with a banking and finance division which was incorporated with around 50,000 customer accounts in mid 2000s. Overtime it became costlier to provide services to the customers; hence to achieve financial savings – in 2011, a decision was taken as part of the five-year strategic plan to open an inbound call centre outside the UK; afterward Manila, Philippine was chosen. The aim of this call centre is to achieve financial savings as well as the benefits of outsourcing while providing satisfactory services to the customers of the company. This report is being prepared to achieve the following objectives:
Manila is one of the most energetic and diverse cities of Asia. This city is an extensive mass of humanity, acutely reflecting long heritage of cultures and classes. Straddling the Pasing River’s delta, the Philippines’ capital is actually a group of cities fused into one. There are plenty of highlights in each sub city within Manila. Almost all sorts of life-style facilities and entertainments are available in this city, a number of world’s biggest shopping-malls are in Manila. Depending on the interest of the people vibrant nightlives attract the tourist to Manila (Margaret W. Sullivan, “The Philippines: Pacific Crossroads”).
In the Philippines call centres were started with the services of email responses and relevant managing services. These centres have the capabilities managing and maintaining all types of customer care, customer relations including technical support, travel services, education, financial services, business to business support, business to customer ...Download file to see next pagesRead More
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