Global Call Centers

Paper Summary:

In this article, the writer notes that the development of call centers as part of the customer service network for major companies today is part of the process of globalization. The writer points out that technology makes it possible for a call center to be anywhere in the world and still communicate with the customer to provide answers to questions, assistance with technical problems and all of the benefits of customer service by telephone. The writer discusses that many callers remain unaware that they are talking to someone in a distant part of the world, while others who are more aware will note differences in language and accent and will realize that the call center is not in their local area at all. The writer concludes that the economic disruption is real as call centers in North America are disappearing in favor of cheaper centers in other countries. The writer maintains that though efforts are being made to hide the fact by training workers in these centers, some linguistic elements remain to differentiate these workers from others.

From the Paper:

"No matter how well coached these workers may be, though, they often do not sound like Stockton or Dubuque. This may not be a major setback given the fact that many North Americans come from different parts of the world and use many accents. These workers often do not use the right slang terms or do not understand them when they hear them. They may read addresses from a computer screen and mispronounce place names that Americans would not. They tend to be well trained in certain types of business and technology, and many computer firms use such call centers and place them in India because that country also has a technologically educated population segment that can understand what customers want and how to explain technology to them. Such workers often speak better about technical matters than business issues and use the right terminology for the technology involved even when they do not use the right word in normal conversation."

Sample of Sources Used:

• Call centers: Creating profits in Latin America (2004, July). Latin Trade. Retrieved December 5, 2006 from http://www.findarticles.com/p/articles/mi_m0BEK/is_7_12/ai_n6158432.
• Jones, C.A. (2000). Extraordinary customer service management: The critical success factors. Business Perspectives, Volume 12, Issue 4, 26.
• Small towns lose call centers to India (2002, March). Work & Family Newsbrief. Retrieved December 5, 2006 from http://www.findarticles.com/p/articles/mi_m0IJN/is_2002_March/ai_103088350.
• Velazquez, A.F. (2005, April). Panama calling: Panama is fertile ground for call centers, but it needs more people fast. Latin Trade. Retrieved December 5, 2006 from http://www.findarticles.com/p/articles/mi_m0BEK/is_4_13/ai_n13668559.

More papers on Global Call Centers:

• Research Paper # 96393 : "Call Centers and Globalization"
• Analytical Essay # 131171 : "Call Centers and Language"
• Analytical Essay # 146491 : "Call Center Management and Quality Assurance"

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