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.
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The review into analysis on strategic placement of a call center within a global location.
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--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, ...
Education
- BA, American Intercontinental University
- MBA, American Intercontinental University
- PhD (IP), Grand Canyon University
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