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英国论文代写范文精选-Customer service call center

2016-06-17 | 来源:51due教员组 | 类别:更多范文

51Due英国论文代写网精选assignment代写范文:“Customer service call center”,这篇论文讨论了客户服务呼叫中心。从20世纪90年代开始,许多国际大公司为了满足不断增长的客户咨询需求,成立了自己的客户服务呼叫中心,很多英国大型公司把客户服务呼叫中心设在印度。这主要是因为这个服务业在印度的成本相对较低,还有一个原因是交给印度外包的客户服务呼叫中心在保证了质量的前提下,发展比较顺利。

From the 1990s, many large international companies to set up a customer service call center, to meet growing customer demand for consulting. Over the years, the emergence of new business, to move overseas is a major new trend, many large UK company customer service call center in India.

This is mainly because the cost of the service industry in India is relatively low. UK companies like make call centers outsourcing to India is another important factor, because to make the call affordable customer support service centers in India, the premise of guaranteeing quality.

With the Indian market, low wage costs, the Indian call centers in a position in any weather day based on a high-quality call center outsourcing services in the United Kingdom can be done, if you will be prompted these reasons to implement the cost of less than 50% more global call center outsourcing company in India because they get in a cost-effective price to high-quality call center outsourcing services.

In addition, addition, due to the flexibility of the off shoring call centres, they become one of the most important methods for the companies. For instance, the call centres could be established in anywhere, which has the cheap land and plentiful workforces such as India. For instance, British Telecom and many other great British company's customer service call centers are located in the southern Indian city of Bangalore.

Casually walked into a call center, can see hundreds of young men and women are busy answering Tel., Although this work in the UK is a simple and low-income work, but in India, it is such a hot job, operators who can apply must be university graduates. The operators’ salaries vis-a-vis the national average is extremely high. For example, the operators’ wages are twice what the local teachers' salaries and are almost as professional doctors. As a result, there are a number of human resources issues focus on the off shoring call centres.

The off shoring call centres could be defined as potential advantages for the company because the flexibility characteristic of them. However, the off shoring call centres also could bring a number of problems for both home and host countries. In this article, it will analyse the human resources issues in off shoring call centres, such as workforce and job opportunities, employee's turnover.

In addition, the benefits and disadvantages to off shoring call centres for UK and India are the mainly parts of this article. And the derivative problems also are mentioned in this article, such as the economic and social problem. Indian government supported off shoring industry, as a result , it contributed to the development of the industry. Call center operators have a very liberal policy environment.

For example, in the off shoring business it can enjoy the 10-year tax free and enjoy tax breaks on imported software and hardware treatment; to rely on IT-enabled services industry exports, eliminating the income tax and customs duties. The workforce is one of the most important elements to measure the average salary per employee. In UK, due to the lack of labour, the salary for the employee is high.

However, compare with the lack of workforce in UK, India had large population and workforce, and the salary of workforce is also lower than UK. As the world's two most populous countries which are rich in human resources, compared to China, at one time India was a British colony, English has a unique advantage. In India, there was the language of the Constitution recognizes 23 species, so the English is almost equal to Mandarin in China.

More substantially, it cannot be assumed that several years’ educations in the English language necessarily equip Indian call centre agents with the ability to interact with English-speaking customers to standards deemed acceptable by Indian call centres and their UK clients. At the end of 2008, the Indian outsourcing industry provides 700,000 jobs related to sales amounted to 7 billion pounds, close to 1% of GDP in India. Because the development of outsourcing business, every year, 2.1 million graduates, 0.3 million postgraduates and 60000 MBAs pass out of India’s non-engineering colleges.

There should not occur actually a shortage of the talent phenomenon, outsourcing industry, wages so keeping the momentum of 10-15% annually. McKinsey analysis reveals the skilled manpower in IT by 2008 will increase by up to 6% which will take the figure to more than five million people. Furthermore, for organizations thinking of establishing HR BPO operations in India there is a ready flow of informed professionals in the core knowledge area of personnel management and learning and development thanks to the training provide by the Indian Society for Training and Development and the Indian National Institute of Personnel Management.

People Management as a professional career has come of age in India. For this reason, the benefit for the companies to operate off shoring call centres in India presented opportunities for companies to achieve considerable cost saving, and profit generation. Given this background, board of directors decisions to be located in India that be treated as an extension of the means by which profit maximization and cost minimum are realized through a relocation restructuring plan.

For instance, due to the low level of salary expense, some UK companies establish their call centres in India. According to Tony Hallett report, they actually the salary for India call centres agents is ₤18,000 per annum, but in the UK, the salary is ₤27,000 per annum It is clear that, there is ₤9,000 per annum salary difference between UK and India. In addition, the UK call centres agents work slower than the India call centres, nearly fewer six hours per week, which means the India employees are more efficient than the UK call centres' employee.

According to Sarah Browns claims that whether the on shoring or off shoring call centers, the success of a business mainly relies on the corporate effort of a group of employees. Given a successful experience of early offshore to India from the mid-1990s proved influential. Tightening labour markets in the US in the 1990s also led to GE opening their first Indian voice operation, which served as a model for the burgeoning ‘third party’ call centre sector.

Through the survey, the main reason for call center's migration that affect the overall cost savings about 40%-60%, Compared to other developing countries, India's absolute advantage is the low labour costs of its English-speaking graduate workforce, estimated ‘at 70-80% for offshore processes’. Manifestly, government policy is another powerful force driving the off shoring of American Express, General Electric and British Airways call centre services to India. Immigration has also been contributed by government policy to insuring logistics and equipment which as an important part to attract GE direct investment.

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