Critical Thinking Application 5-B Submit a well-written response containing 300-

Question

Critical Thinking Application 5-B Submit a well-written response containing 300-400 words (not including the title page or references. Cite all sources in APA format. Cite at least two sources, including at least one current (no more than 10 year old) peer-reviewed journal article and the website(s) where you obtained the data used in your explanation. What do you see as the major advantages and disadvantages with contracting with an overseas customer call center? Is there recent empirical evidence that provides comparisons of the options verses using U.S. workers? Provide the ULR(s) for this evidence. What do you see as the advantages and disadvantages of allowing this outsourced organization to lie to your customers about whom they are and where they are? Is it unethical to contract with such an organization? Explain. What if Customer Asset presented evidence showing that American callers are more satisfied with the call service they receive from the “fake” Americans than from call center associates who admit they are Indians sitting in India? Would you be more accepting of this practice if the data showed that customers feel more secure about transactions if they feel they are interacting with an American?

Explanation / Answer

What do you see as the major advantages and disadvantages with contracting with an overseas customer call center?

The major advantage is the fact that labor cost is significant lower overseas and this is why big companies outsource entire departments saving millions of dollars.

Another advantage is that the country where the call center is located is able to create job opportunities for the citizens.

The disadvantage on the other hand is the fact that thousands of American lose their jobs and also complaints to the company that the service is poor when outsourced to countries like India for example. Customer who live on the US have a hard time understanding some accents.

What do you see as the advantages and disadvantages of allowing this outsourced organization to lie to your customers about whom they are and where they are? Is it unethical to contract with such an organization? Explain.

The advantages is that customers feel more comfortable knowing they are talking to someone who lives on the same country and not thousands of miles away, usually customers only want to speak to people from their own country and will complaint the second they notice an accent.

The disadvantages is that is not ethical to lie to the customer, they will have a hard time trusting the company that the call center represents.

What if Customer Asset presented evidence showing that American callers are more satisfied with the call service they receive from the “fake” Americans than from call center associates who admit they are Indians sitting in India? Would you be more accepting of this practice if the data showed that customers feel more secure about transactions if they feel they are interacting with an American?

Actually this is true, I know this for fact because I`ve worked in call centers outside the US and customers feel more comfortable if they think they are talking to an American.

The truth is that many contact centers managers will tell the representatives to mention they are in America and they even might chance the name to avoid problems with customers.

I`m not saying that call centers outside US provide a bad service, because they don’t, there are metrics and standards they need to meet according to their customer, there is an entire QA department making sure everything is done according to the guidelines of the customer but honestly there are people who just don’t want to talk to anyone outside the US and by doing this you avoid this problem and are able to help more people

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