Lesson 2 How Has Globaisation Changed Services Call Centres

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Lesson 2 How Has Globaisation Changed Services Call Centres

  1. 1. Globalisation has meant the development of services across the world.
  2. 2. objectives <ul><li>To understand the influence of developments in ICT allowing the development of localised industrial regions with global connections. </li></ul><ul><li>To know the reasons for the development of call centres abroad. </li></ul><ul><li>Textbook page 275 </li></ul>
  3. 3. <ul><li>A call centre is an office unit where telephone operators (known as “agents”) answer incoming calls (e.g. customer enquiries) and / or make outgoing cold calls (e.g. telesales). </li></ul>
  4. 4. <ul><li>Call centres are used by some companies to handle telephone enquiries about their business </li></ul><ul><li>Call centres is big business. </li></ul><ul><li>400 000 people are employed in the UK – Harrogate, Carlisle, Gateshead, Warrington </li></ul><ul><li>Improvements in ICT mean that its just as easy for people to phone a faraway country as it is to phone people in their own country </li></ul><ul><li>A lot of call centres are now based abroad because the labour is cheaper which reduces running costs </li></ul><ul><li>2004 Aviva moved 950 call centre jobs from UK to India and Sri Lanka as it costs less (costs 40% less in India) </li></ul>
  5. 5. <ul><li>Banks and other finance companies were among the first to develop centralised call centres and the first t look abroad </li></ul><ul><li>ASDA, Tesco, BA, BT, Barclays, Lloyds TSB, HSBC and Virgin Media have all set up call centres abroad </li></ul><ul><li>Destinations include South Africa, Philippines, India (Mumbai, Delhi, Hyderabad, Bangalore </li></ul>
  6. 6. Key term <ul><li>Call centres </li></ul><ul><li>Offices where groups of people work responding to telephone queries from customers. Employees sit in front of a computer monitor giving them information that they need to enable them to answer queries. </li></ul>
  7. 7. Why are call centres are increasingly based in places like Mumbai? <ul><li>Tesco ' outsources jobs to India' </li></ul><ul><li>India's call centre boom </li></ul><ul><li>Call centre is 'my dream job' </li></ul><ul><li>Portrait of Shirijit Nagar, a BT call centre worker in Mumbai </li></ul>
  8. 8. ICT and call centre growth in India <ul><li>Using pg 216 Understanding GCSE Geography </li></ul><ul><li>Give evidence for each of the following statements: </li></ul><ul><li>Bangalore is a major IT centre </li></ul><ul><li>UK companies save money by transferring call centre and IT operations to India </li></ul><ul><li>Growth of call centres and IT work brings economic and social benefits to Indians </li></ul><ul><li>Describe two possible disadvantages for Bangalore of rapid growth supported by investment from overseas. </li></ul>
  9. 10. What is the ‘geography’ behind these cartoons?
  10. 11. Your task: <ul><li>Work in pairs: </li></ul><ul><li>Group A are to imagine that you are a director of customer relations for a call centre in India. You are being interviewed about your reasons to locate abroad. Devise a role play- asking key questions and giving in depth answers </li></ul><ul><li>Group B </li></ul><ul><li>You are to imagine that you are recruiting a call centre employee. Present suitable questions to enable you to employ a suitable candidate and give the detailed responses to ensure you get offered the job. </li></ul><ul><li>Extension </li></ul><ul><li>Video your role plays </li></ul><ul><li>Peer assess the alternative role play </li></ul>
  11. 12. Plenary What are the factors behind the development of call centres in countries such as India

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