Pres Article: Are you in this country? Flashcards
1
Q
Which regions are typical locations for offshore call centers?
A
India, Eastern EU, Southeast Asia
2
Q
What is the primary driver behind outsourcing customer service?
A
Reducing operational costs.
3
Q
What was a challenge that Blanco’s offshore call centers faced?
A
Did not have necessary social skills for effective service (rapport, empathy). Accents/dialects.
4
Q
What ethical concerns exist with offshore call centers?
A
Wage disparities between onshore vs. offshore
5
Q
What was the biggest issue for companies? (offshore call centers)
A
Hurt brand reputation
6
Q
What does the author suggest for offshore call centers?
A
Use “nearshoring” or “bestshoring”
