Call Centres

Computer systems have allowed companies to set up call centres in other countries where potential cost savings can be made. This, of course, can lead to job losses in the host country.

The main advantages to companies adopting call centres overseas include:

- if strikes or other problems occur in one country it is possible to transfer work elsewhere

- reduced costs in countries where labour costs are lower

- reduced costs due to incentives/grants by countries keen to set up call centre offices

- round the clock customer support (one of the advantages of time differences is the possibility of 24/7 cover)

There are, of course, disadvantages to having call centres overseas:

- language and culture problems

- animosity to overseas call centres (leading to loss of customers)

- need for extensive re-training which is time consuming and expensive

- time differences (can lead to health problems in call centre work force who need to work unsocial hours to target key markets)

- technology (does the infrastructure exist to service high tech equipment?)