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Call centres and home working (or teleworking) solutions provide the answer to many process design problems of the 21st century...more in the order instructions - Essay Example

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Many companies have turned to the use of call centers and home working solutions to delegate some of their duties according to Aksin, Armony and Mehrotra (2007). There are many reasons given for the use of these call centers, the most common being to save on cost of production…
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Call centres and home working (or teleworking) solutions provide the answer to many process design problems of the 21st century...more in the order instructions
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Call centres and home working (or teleworking) solutions provide the answer to many process design problems of the 21st century...more in the order instructions

Download file to see previous pages... hat come with extended use of call centers and home working services is the issue of delegating duties to operators who are non-experts, says Production and Operations Management Society (1998).
How can a company achieve the maximum level of growth if it is relying on services offered by non-professionals, who are not even affiliated to the company? These operators normally work from a script; therefore, according to the Production and Operations Management Society, they do not have the interest of the company they are working for at heart. Over use of such operators can eventually bring a company down, and this becomes worse than an ethical issue.
Another ethical issue that comes to light when companies rely on call centers is incompetence according to Starr (1999). Companies are supposed to be fully aware of the needs of their customers. This knowledge helps the companies to know what to do in order to meet customer demands. When the company works as a whole, there is bound to be more success than failure.
However, with the advent of call centers and home working solutions, many companies have resorted to relegating some of their work to third parties, with no regard of how this will affect customer satisfaction in the services provided by the company. All the operations carried out in the company need to be taken with the same level of seriousness, even when they seem too trivial to have any major effect on the company.
Even when the call center agents are aware of the firm’s customers’ needs, there is a very high likelihood of the agents not performing as is required of them. Good performance of the employees is one of the things that contribute to high levels of production for a company. Because the agent is far removed from the company, he will not bother to ensure that his services are up to the standards required. This poses a big problem to operations management in a company since the quality of services will have been compromised. The company may ...Download file to see next pagesRead More
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