Good Movie Review On 2- What Kinds Of Disadvantages Face US Companies That Move Their Call Center To India?
Video #1 Diverted to Delhi Globalization Video
1- What kinds of advantages do global companies obtain if they move their call center to a country like India?
The well-known fact is that the cost of hiring professional worker in UK and US is high. A lot of call centers are located in India, because here the cost of labor is cheap. Multinational firms like GE Capital, British Airways, Dell Computers are opening their call centers in India, some of the companies like JP Morgan Chase Bank have already opened their call centers in India.
Communication systems in India are not developed and not protected, that is why companies have to create their own infrastructure. There is a lack of qualified and experienced customer support agents. The company should train employees, set visual statements, pillars and work on the accent.
3- What has outsourcing meant to countries like India?
It has opened up new opportunities for the graduates. A lot of work places were created and the revenue from call centers is huge.
4- Do you agree with the screening process the Indian candidate has to go through to be hired in an English-speaking call center?
The customer care culture should be well developed in such call centers. That is very important for employees to understand that if they provide the bad quality service the customer always can go for the better option available. In India, there is a lack of traditions connected with customer service. That is why these trainings should exist. For a moment, I was confused about changing names, but I understand that it is easier for the customer to communicate with Grace, not Gopinatha. In some cases, not loyal customers want to be serviced by US’s or UK’s representatives.
5- Were you surprised at the ‘cultural’ training that the call center employees receive?
I do not agree with the trainer’s advice to speak English at home with family, as the family members usually do not understand English. In addition, the employee is losing his ethnic authenticity. However, when the young generation wants to wear Nike and believes in the American dream I will not call this “suiting the needs of multinational companies”. As for me, this is the vision of new opportunities and better life conditions. The company does not make you Sandra in your life, but the company gives a good wages, experience and improves your skills instead.
Video #2 North American Free Trade Agreement
1- What kinds of advantages do global companies obtain if they move production to Mexico?
The global company can find in Mexico cheaper resources. That allows companies to reduce the cost significantly. Moreover, the new big Mexican market is open for such companies.
2- What kinds of disadvantages face US companies that move production to Mexico?
One of the disadvantages is the risk, the risk to invest, to create a structure, build a manufactory and fail. It can be caused by the inflation or governments can change the low.
3- What has outsourcing meant to countries like Mexico?
The trade liberalization has a positive impact not just on Mexican business but for Mexicans generally. When Clinton was signing the NAFTA bill, he said, "NAFTA means jobs. American jobs, and good-paying American jobs. If I didn't believe that, I wouldn't support this agreement". Also, it affects domestic consumption as. With the help of NAFTA, Mexico became the large importer of US. Mexico provides a growing market for meat for the US and meat consumption in Mexico has grown too.
4- Do you think that global companies have an obligation (moral? Ethical?) to protect the environment and the people that work for the organization?
For sure, they should protect the environment and people that work for the organization. Sometimes it affects the corporative culture, gives more flexibility and understanding. At the same time company has its standards and they influence the environment, lifestyle and traditions of employees.
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