Call Centers and Globalization

Paper Summary:

This paper describes the phenomena of call centers being established in developing nations. First, the paper describes the evolution of call centers. Then, the writer describes the impact of globalization and the improvement of the Internet. The paper then uses the examples of India and the Philippines as developing nations that have become popular locations for call centers. The author describes how India and the Philippines had to adapt culturally in order to serve Western customers. The paper concludes with the warning that Indian and Philippine agents/employees should be aware of the danger of losing their own cultural and social identities.

From the Paper:

"When global computerization or massive improvement on the Internet occurred, a lot of companies realized the savings to be had if they transferred their call center operations abroad - especially in poor countries. One of the primary benefits of which is that instead of paying a U.S.-based call center agent say an hourly wage of $10.00, a call center agent in an emerging economy can be paid $3.00 an hour - and this is not starvation wage for them. With the boom in the call center industry, the Philippines and India became one of the two countries with call centers catering to Western clienteles. The overwhelming reason for the choice is the English speaking population of the two nations hence; there would not be much of a language barrier."

Sample of Sources Used:

• Danlog, Ava. (2006). Call centers: Boon or bane for new graduates? Retrieved 02 November 2006 from the Living in the Philippines database on the Website: http://www.livinginthephilippines.com/call_centers.html
• Kjellerup, Niels. (2001, February 20). Myth and reality about contact centres in India. Retrieved 02 November 2006 from the Call Centre Managers Forum on the Website: http://callcentres.com.au/India_Call_Centres.htm
• Kjellerup, Niels. (2004, march 12). The growing pains of India's call centre industry. Retrieved 02 November 2006 from the Call Centre Managers Forum on the Website: http://callcentres.com.au/India_call_centres_update.htm
• Teves, Oliver. (2003, Dec. 09). Call center jobs drifting overseas. Retrieved 02 November 2006 from the Associated Press database on the Website: http://www.cbsnews.com/stories/2003/12/09/national/printable587601.shtml

More papers on Call Centers and Globalization:

• Analytical Essay # 131171 : "Call Centers and Language"
• Essay # 101215 : "Global Call Centers"
• Analytical Essay # 146491 : "Call Center Management and Quality Assurance"

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