According to Hertmann and Blass, it is true that some companies have call centers that are located in foreign countries. In fact, an international company which I used to work in Japan has a regional consolidated call center in Singapore. Although there is a big cost-cutting benefit, the managements of international companies should not relocate their call centers to other countries because it could deprive people's employment opportunities in origin countries.
When I started to work at the company, there was the call center in the same building, which supported the employees to solve various kinds of computer problems. However, one day, the management decided to consolidate the several call centers in Asia into one and relocated it to Singapore so that many co-workers lost their jobs. At that time, Japanese economy was shrinking very much and it was exactly one of the most serious economic problems that an outflow of jobs to foreign countries that leads to unemployment.
Consequently, even though companies cannot help trying to make a profit as much as they can, it is also important to consider the long-term influence of the economic growth of the origin countries.
Monday 30 November 2009
3 comments:
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I have read an article written by an american CEO who said that if a company does not reduce their cost as much as possible early in order to improve its competitiveness, it would lose to the competitor and end up closing the company. If the company goes bankrupt, there would be more employees sufferring. As a result, the administration should cut cost as much as possible before they lose the competition.
ReplyDeleteHowever, from Maiko suggestion, the employees that are laid off also suffer a lot from economic setback. Therefore, we should find a compromising solution between this two arguments.
For me, I think if international companies provide overseas call centers, they will give more convinence to customers and have a good impact for the company to expand the business. As a result company can provide more jobs.
ReplyDeleteIt's the best practice of international companies to consolidate call centers that reside in each country into one location as they can reduce the cost that use to manage call centers, also reduce duplicate tasks that each call center have to support, and also easily organize a structure of companies. But I disagree with local companies that haven't got any branch in other countries and do not use English as their official language move their call centers to another country, because it's harder for their employee to calling for supports, and their employees will lose their jobs to employees from another country while companies are own by the original country.
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