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Outsourcing

C/B/1132. Outsourcing customer service to India

WORDS:
3100
DATE:
2008
PRICE:
39.99 GBP

The paper reports on a utilities organisation that is looking at the option of outsourcing their customer service to a call centre in India considering possible redundancies, the Trade Union involvement, and their role in communication. Financial savings are estimated making conclusions about the need of a full feasibility study before any decision is made. Examples are provided of organisations that have successfully transferred their operations off shore.

 

KEYWORDS: Outsourcing, call centre, India, HR, Communication, Culture,

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outsourcing dissertation benefits india hr uk business study firms proposal risks systems information disadvantages process cost risk move company control own discuss theory call services function international advantages examination cons software relationship centre development role hrm practices real organisations costs major outsource developing operations supply vs service rationale sector public employees chain functions resource british issues management centres pros extent human buy drawbacks deal national grocery claims examples references life fragmentation governments multiples third issue bernard matthews introduction quality ibm parties logistics coloplast successful practiced act home reward total balancing country capital weenip contract ownership tco recent times widely school trade scotts affects gro miracle forms transnational studies express methods plans production negative alliances om sense singapore reduce positive opportunity returns receive increased shareholders john smith presentation provides strategic law chinese consultant job competences crowdsourcing relating shoring recruitment harvard offshoring recruiting topcoder iregulatory financial institution investment technology purposes challenges impacts decentralisation telecom maintain able ultimate increase losing independence increases increasingly recognized buys outsources destiny managed research providers external provider professional application exercise deliver treated simply cutting companies reverse assessment america trends opportunities domain south bp customer importance supplier critical perspective outsourcer jp morgan chase shifts market entry entity tata motors hypothetical remaining client corporation xerox key organisation address c bt account consider boundary firm optimise cultural applications transaction departments offshore evaluative hbos context indian smes project managers factors ventures rd solutions qantas training vang centers organization ict mauritius contact countries shifting resentment people economic terms growing caused ongoing trend rightly wrongly review
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