Call centers have always been known for high turnover and absenteeism. List five keys issue and problems with outsourcing and call centers. What possible solutions or alternative should be addressed from a human resource perspective?© BrainMass Inc. brainmass.com October 25, 2018, 8:20 am ad1c9bdddf
Outsourcing is way through which organizations contract their internal business process to third party organizations. In other words, contracting of one firm's business activity to another firm for some specific time is called outsourcing. It includes two type of contracting, foreign and domestic and sometimes includes offshoring which refers to the relocation of business functions to another country. In the beginning of 21st century, outsourcing and call centers taken huge place and increase the employment rate vastly. But, due to some issues call centers jobs has declined in the last four years by 500,000 in US (Kathawala,, Zhnag & Shao, 2005).
Issues with Outsourcing and Call Centers
The decline in the trend and jobs of call centers is the result of high turnover and absenteeism issues that occurred during the process. Following are five key issues that affect growth of this industry quite effectively:
Low Wages: Call centers influence their employees to give their most of efforts to the job. Most of call centers prefers employees, who can work in night shifts. The payment of employees is not enough as the job needs huge efforts of employees. Employees felt dissatisfaction due to payment of low wages and this influence them to live the organization even in few months (Aksin, Armony & Mehrotra, 2007).
High Stress of Work: Call centers need employees' active contribution to solve client's queries. Sometimes employees feel high work stress when there are so many calls arrived at ...
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Business Problem Analysis Question
How do I add information to my Business Anaylsis Problem that I already have? I'm trying to add three sources or articles. Since this is an internal problem at my current work place where do I find the resources? Do I need to word it differently? I am trying to get these resources to combine a secondary Data Review. I am needing to use my Business anaysis problem that I already have as well as Compare the data collection techniques used in each of the three articles to the Survey I have created as well.
I have attached the business analysis first
secondary I have attached the business analysis w/ survey.