In an effort to further the success of Captivating Captions, the company seeks to open a customer call center where wages for customer service representative is significantly lower than those paid to workers in the United States in geographic regions that we are doing business. Upon completing a situation analysis of the environmental factors that play a role in achieving such a business venture, The Republic of Tanzania was chosen as the country for a possible call center. Tanzania has been noted as being one of Africa’s “best countries in terms of GDP growth and attracting foreign direct investment”. Factors such as these illustrate the potential the country has to contribute to the success of operating a call center. This summary takes an in depth approach into the reasons why Tanzania should be chosen as the country to host the Captivating Captions call center. Additionally, it will also explain the how top management team staffing with be approached and delineate an implementation plan for the eventual opening of the call center.
Implementing a call center in Tanzania will be an essential move for Captivating Captions in pursuing growth and expansion of its business. The communications sector has played an effective role in the social and economic development of Tanzania. This sector’s performance has continued to grow due to “both government efforts and private sector investment in road rehabilitation, expansion of telecommunications services, modernization of port services, and improvement in marine, railway and air transport services”. There has been growing a trend of companies approaching outsourcing as a means to implement their growth strategies, and the global market for outsourced shared services is growing as ...
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Outsourcing simply means acquiring services from an external organization instead of using internal resources (Butler, 2000). By using outsourced resources, organizations can gain a competitive advantage by utilizing contingent staff to accomplish strategic goals without incurring the fixed overhead. By focusing on the leading edge and highly specialized skill sets, outsourcing providers can often offer higher quality services, or at a lower price than the client organization. Typical reasons for outsourcing go beyond simple contingent staffing. Outsourcing providers are able to maintain economies of scale with regard to specialization (...
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Comcast Corporation is a company that specializes in cable networking and high speed internet access for residential and commercial customers. “Comcast Creates More Than 5,500 New Jobs as Part of Multi-Year Customer Experience Transformation” (Comcast.com, 2015). I spent a total of three years working for them in a call center atmosphere before relocating my family. This job was one of my most memorable and enjoyable mainly because they followed the management practices which allowed everyone to function efficiently. Nominally “The primary function for most call centers, also known as ‘inbound’ call centers, is to receive telephone calls initiated by customers. Inbound call centers typically spend 60–80% of their budget on staff members who handle phone calls” (der Horst, et al., 2012, 435). My days were spent with between eight to twelve hours a day attached to a desk and phone system monitoring all aspects of job performance. Comcast “today announced a new, multi-year plan to reinvent the customer experience and to create a culture focused on exceeding customers’ expectations, at all levels of the company. The plan centers on looking at every decision through a customer lens and making measureable changes and improvements across the company” ...
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In addition, One.Tel had low complexity that is determined by having unclear job tasks and responsibilities. As there is no organizational chart, the relationship between the employees could not be determined and the job descriptions were ambiguous. Understaffing, which often happens, and many called from customers were left unanswered, led to the long-term decline in sales, as there was frustration among the customers. No rules and procedures in handling account and customers complaint shown that One.Tel was lack of formalization in operation. One.Tel also did not run its divisions’ function properly. There was no right procedure in training staff and it recruited young inexperienced staffs. It also had disorganized billing system and financial account.
Covering sixty-three nations, the vital union will see Vodafone Global Enterprise supply about 50,000 Unilever workers with gadgets, network and Managed Mobile Services, which will enhance the conventional path and direction of Unilever's portable interchanges spend, upgrading cost efficiency and effectiveness in relation to the delivering of products and services. Vodafone Global Enterprise deals with the correspondence demands and needs of its clients in relation to the agreement, Vodafone will likewise supply services to Unilever with important information on the most proficient method to increase more prominent upper hand through conveying inventive versatile arrangements. Likewise, Vodafone will give key guidance on new patterns, for example, the successful administration of purchaser gadgets and applications in the working environment. Vodafone and Unilever will work a graduate learner trade project to empower further versatile development in the work environment. To rearrange the administration of Unilever's versatile interchanges, Vodafone will send a variety of arrangements including Vodafone Telecoms Management, a completely facilitated and oversaw administration intended to eliminate various operational issues. Supported by Vodafone's worldwide backing and administration level understandings, Vodafone Telecoms Management will give Unilever more prominent perceivability and administration control over its telecoms consumption, and additionally enhance the nature of administration conveyed to representatives. (Technology Marketing Corporation,
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differences in the region, religion and race. Tanzania is very ethnically diverse, since it’s divided
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Web. The Web. The Web. 9 Mar. 2011. The. http://www.wcl.american.edu/humright/center/rwanda/lesson.cfm>. Middleton, John.