The pros and cons for a British company outsourcing their help lines to India.
Written in 2004; 13,154 words; 38 sources; MLA; $ 249.95
Paper Summary:
This study investigates the pros and the cons of outsourcing work from U.K to India. This study additionally focuses on the important variables needed to ensure the feasibility of any of the projects undertaken. The factors discussed in this study are as follows: setup and operational costs; primary drivers for outsourcing; training and motivational methods used in both countries; management, standard of living, and wages, compensations and benefits offered; cultures, both social and organizational, that exist within and out of the organization; the impact of outsourcing on the economies of the two countries; and whether outsourcing is truly beneficial for a U.K. organization. This study lays out the facts as they exist in the market. It also proposes methods to reduce the negative impacts of outsourcing while enhancing the positive.
From the Paper:
" ?The Call Centre Association (1999) defines a call centre as a physical or virtual operation within an organization in which a managed group of people spend most of their time doing business by telephone, usually working in a computer-automated environment.? (Gilmore, 2001) There is a growing body of academicians and other independent researchers who are devoting extensive amounts of time to understand the driving forces for the call center industry to exist and flourish globally. Of main interest, as far as this work is concerned, is the Indian call center industry. This industry has grown exponentially over the past few years. It went from an entity which did not exist to one that thrived, employing thousands of people. Many businesses, especially technology-related, which can be established and run with the help of efficient and reliable telecommunications, are being outsourced from many of the western developed countries to lesser-developed countries in Asia. India, in Southeast Asia, is on its way to becoming a technology powerhouse for technological and call-center businesses."
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