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    Strategic Analysis for a Call Center

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    I was wondering if someone can help me with the fallowing,

    For this activity, I need to develop a strategic analysis for a type of customer call Center Company that is considering entry into one of the BRIC countries (Brazil, Russia, India, and China). In your paper, I will need to address:

    Which entry strategy(ies) seem most appropriate? Any why?
    Would you staff with expatriates or with host country nationals? Explain the rationale and reasoning behind this decision.

    Predict the people or political issues that may arise, and explain why.

    © BrainMass Inc. brainmass.com December 24, 2021, 11:31 pm ad1c9bdddf
    https://brainmass.com/business/managing-diversity/strategic-analysis-call-center-576601

    SOLUTION This solution is FREE courtesy of BrainMass!

    --Would your staff with expatriates or with host country nationals? Explain the rationale and reasoning behind this decision.

    The call center business industry is very consistent in maintain staffing levels as well as metrics of performance ranging from after call wrap to per resolution agent utilization. The call center in any particular culture depends on the main core customers (incoming calls) calling in that requires language ability (either English, Spanish, etc). The customer service agent's role entail answering incoming calls to provide customer service on a basis of understanding the customer concerns and requests accordingly. Try and think of the hiring of staff with expatriates or within host country nationals on the basis of types of call volume, for instance, the amount of incoming calls with language of the host country than the need for agents that represent bilingual abilities. Further, the main objective in selecting a particular country to enter the market depends on availability to staffing the agent's positions, location, technology infrastructure, and cost assessment that offset taxes or fees.

    --Predict the people or political issues that may arise, and explain why.

    Businesses should research the targeted marketplace to ensure success once operations start for assisting their consumer demographic audience. In most cases, the market research entails the environment for business commerce within the global location reflective of previous statistical of other business successes. The last decade most call centers have split up work teams and/or divisions that have offers within home country to oversea locations. The main reason is on labor and operations costs due to most foreign workers wages entail lower than the United States of America. Some key principles can occur when entering a new marketplace with either starting business operations or expanding the organization;

    a) Political (try and think of the challenges in adapting to newer platform for operating the business within new political landscape dealing districts and proper protocol in business conduct)

    b) Language barriers (try and think of the people issues with training within the country organization operations to effectively diversify)

    c) Legal (try and think of required filings, fees, and restrictions in locations and types of business in different sections)

    Keep in mind, the selected country for a call center business is making sure staffing needs meets objective to metric performance goals. The location is up to par for sufficiently holding the amount of staff work teams and the location is within a business district for added resources for employees; the easy access for lunch, medical, and driving distance. The aim is in designing the blueprint operations to setting up the business within compliance of the selected country that matches up sufficiently to the types of calls as well as call volume - to hiring the right candidate accordingly.

    The above response is from own expert knowledge and academic studies, thus, the usage of outside references not warranted for own expert response.

    This content was COPIED from BrainMass.com - View the original, and get the already-completed solution here!

    © BrainMass Inc. brainmass.com December 24, 2021, 11:31 pm ad1c9bdddf>
    https://brainmass.com/business/managing-diversity/strategic-analysis-call-center-576601

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