Abstract
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."

Tags:customer, service, assistance, communicate

Abstract
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."

Tags:call, centers, developing, nations, globalization

Abstract
In this article, the writer discusses 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 maintains 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.

From the Paper
"More and more such centers have been located in parts of the world where the costs to the company are less, creating a situation where a customer in a North American province or state would unknowingly be speaking to someone in India or China when asking about a product purchased or a problem encountered. Many callers remain unaware ..."

Tags:call, centers, language

Abstract
This paper explains that the call center outsourcing of the most important consumer experience, especially to companies in foreign countries, has both positive and negative implications. Next, the author relates that the expectations of decreased operational expenses and increased revenues to be derived from the call center do not come from technological improvements but rather from its effective management. The paper stresses the use of qualitative and quantitative performance indicators to evaluate the effectiveness of the call center.

From the Paper
"To the point, today, we have seen and experienced the wholesale transfer of our Customer Service industry to fledgling globalizing economies such as that in India. Here, major computer retailers, cable company operators, wireless communication device providers, bank/credit cards merchants and many other monopolistic corporate industries in America have attempted to maintain competitive advantages by commissioning outsourced call center agents located in India."

Tags:outsourcing technologies globalization india, entry-level positions

Abstract
This paper analyzes the situation in which, to reverse its losses, Global Communications is creating an ethical dilemma by outsourcing its technical call centers without informing the main people whom this decision will impact, especially the union. The paper explains that Global Communications, therefore, now faces a huge individual human resources gap between its consumer and employee relationships and its profit management. After presenting the gap analysis in table format, the paper concludes that handling ethical dilemmas is not just about solving the problem at whatever cost, but is also about obtaining a solution that minimizes future repetitions.

Table of Contents:
Situation Analysis
Issue and Opportunity Identification
Stakeholder Perspectives/Ethical Dilemmas
End-State Vision
Gap Analysis
Table: Issue and Opportunity Identification
Table: Stakeholder Perspectives
Table: End State Goals
Conclusion

From the Paper
"The senior leadership team has come up with aggressive strategies to reverse their losses. They plan to "realize growth" with an immersion of new products and services, to add competition to rival companies, and they also plan to act on a "cost-cutting measure" that is sure to improve their profitability. Both of these strategies require them to branch out to an international level, to be reached by all consumers. By globalizing and outsourcing their services, offering technical call centers in regions such as India, and Ireland, they have the opportunity to reduce their unit costs for handling calls by 40%."

Tags:communication cost-cutting downsizing, customer revenue, union

Abstract
This paper explains that Global Communications' (GC) outsourcing strategy for its call center functions is a strong competitive decision; however, the methodology employed in arriving at the decision and in announcing it to employees, while disregarding the employee union, has left it in an ethical and communicative predicament. The author suggests that GC should have first aligned its corporate culture and human relations functions with the realities of the global marketplace. The paper suggests that GC should have formulated a new mission statement then adjusted its hiring and retention practices to match this new statement. The author states that only then should the company move forward with such a radical strategy. The paper includes original tables that summarize the problem solving process.

Table of Contents:
Abstract
Problem Solving: Global Communications
Issue and Opportunity
Stakeholder Perspectives/Ethical Dilemmas
Problem Statement
End Vision
Alternative Solutions
Analysis of Alternative Solutions
Risk Assessment and Mitigation
Optimal Solution
Implementation Plan
Evaluation of Results
Conclusion
Table One: Issues, Opportunities and Concept
Table Two: Stakeholder Perspectives and Ethical Dilemmas
Table 3: Alternative Evaluation Matrix
Table 4: Risk Assessment & Mitigation
Table 5: Optimal Solution Implementation Plan
Table 6: Evaluation of Results

From the Paper
"There are three primary stakeholders involved in this situation and each is equally important. GC is a publicly held company and the shareholders expect it to be operated in a globally competitive manner and in a business environment where all major telecommunications competitors have, if not already outsourced call center operations, appear to be considering it, shareholders demand that GC take the lead in this strategy. Executive management is charged with the efficient and fiscally sound operation of the company and as such, they too must consider all competitive options."

Tags:portable, stakeholders, statement, competitive, diversity

Abstract
This paper explains that the IT department of the Citigroup's Global Corporate and Investment Banking (GCIB) implemented a revolutionary system called Mystic. The author points out that Mystic was designed and developed to not only be a transparent window into the status of all of Citigroup's GCIB IT projects but also a technology catalog, a knowledge library, a reusable asset manager and a global talent manager. The paper relates that Citigroup's Knowledge Center, an incredible asset for the organization, identifies experts in their field, which allows Citigroup to utilize these people as effectively and efficiently as possible, where their skills are needed most.

Table of Contents:
Introduction
The Competitive Forces Model and Citigroup's GCIB Competitive Strategy
The Business Model Processes Using the Value Chain Model
Importance of Information Technology to Citigroup
The Introduction of Mystic
Advantages of the Citigroup Knowledge Center and Application by Any Large Organization
Conclusion

From the Paper
"Inbound logistics includes items such as inventory control, and is one of the facets addressed at Citigroup with the implementation of Mystic. As noted, Mystic is not simply a project monitoring tool, it is also a technology catalog. Citigroup is able to manage their inventory of technology using Mystic to monitor where the technology is being implemented, how effective it is, and to warn as it nears the end of its lifecycle."

Tags:porter, knowledge, competition, logistics, value-chain

Abstract
In this essay, the writer documents the importance of organizational management in a globalizing environment. The writer explains that proper resource management depends on the understanding of the organizational environment. The writer focuses on perceived job satisfaction in two different settings.
Further, the writer discusses the importance of promoting job satisfaction and employee morale within the workplace.

From the Paper
"The globalization of the international economy, together with the relatively rapid evolution of many peripheral economies to more advanced stages of development leads to the need for organizational management in such countries to develop and implement effective human resource management strategies to promote job satisfaction and employee morale. The success of any organization depends largely upon the performance of its employees. Performance levels in turn depend largely on the perceived job satisfaction of ... "

Tags:Human resource management, call centre, manufacturing floor, job satisfaction

Abstract
This paper discusses a hypothetical business scenario in which a company proposes to downsize and offshore its call center to save money. The paper examines a couple of solutions, settling on the one that proposes not offshoring or downsizing but utilizing existing technology coupled with training to reduce costs. Explanation of the many disadvantages of downsizing and offshoring is provided.

From the Paper
"The situation at Global Communications is that the company has attempted to remedy its problems of diminishing returns and too much competition by introducing new services and outsourcing its technical call centers to India and Ireland. Although the Board approved this plan, it was not introduced properly or prepared for fully. Maria, the union liaison, was blindsided by the decision and since it will cause layoffs and a reduction in employee benefits, she is in an awkward position as a result. The opportunities in the..."

Tags:global communication, offshoring, downsizing, employee morale, call center, CRM

Abstract
The paper attempts to analyze the implications of the Internet on the individual lives of people globally and the resulting impact on corporations. The paper explains that since businesses of all sizes and from all industries are striving to be more global than ever, this pushes individuals and cultures together in the pursuit of business strategies and initiatives. The paper explores globalization in Indian call centers and how the culture of the Schindler Elevator Company from Switzerland clashes with Indian ideas. The paper shows how westernization influences widely divergent cultures just as much as westernized nations fail in their attempts to accomplish business strategies in widely divergent cultures.

Outline:
Summary
Globalization of Business Forces an Entirely New Relationship Dynamic
Globalization in Indian Call Centers: Training to Talk Like a Westerner
Schindler's Swiss Precision Meets Indian Chaos: Exploring Cultural Bias
Key Findings on Globalization and Culture
Summary

From the Paper
"The impact of the Internet on globalization is visible from the pervasiveness and visibility of brands globally to changes in the everyday lives of members of different cultures around the world. Globalization, while discussed as a business strategy, actually affects individuals far more often and with greater consequences than corporations. It could also be said that the collective experiences of individuals are what a corporation experiences from the context of globalization at a more macro socioeconomic level."

Tags:Western, Americanization, clash, divergent