Summary of Global Call Centers

Looking for the book?
We have the summary! Get the key insights in just 10 minutes.

Global Call Centers book summary
Start getting smarter:
or see our plans

Rating

7 Overall

8 Applicability

7 Innovation

7 Style


Recommendation

Author and educational consultant Erik Granered makes a sincere effort to bridge the divide between two distinct bodies of business expertise: what it takes to establish an offshore outsourcing endeavor and what it takes to operate a successful call center. This is a unique volume because it appeals to the strategic concerns of both corporate decision makers and call center executives on the front lines. Overall, however, Granered concentrates more on practical applications than on strategic matters. He acknowledges correctly that his treatment of broad cultural issues may sometimes sound simplistic. Even so, getAbstract considers Granered’s book to be a useful addition to any library on offshore outsourcing and strongly recommends it to managers and executives who are interested in outsourcing or call centers, or both.

In this summary, you will learn

  • How to establish a successful offshore call center
  • What elements most influence your customers’ experiences with your call center
  • How to train call center agents and
  • How to work with the cultural aspects of offshore call centers.
 

About the Author

Erik Granered is a former developer and trainer with an international company’s European, Middle Eastern and African customer service operations. He is a consultant for Corporate University Enterprise, Inc., an educational consulting firm in Falls Church, Virginia.

 

Summary

Outsourcing and Offshoring
The trend to offshore outsourcing addresses the classic business need to make your company leaner, faster, more flexible, more profitable and more efficient. If hiring an outsider for a task that was previously exercised in-house will save your firm money, you...

More on this topic

Customers who read this summary also read

Fit for Growth
Fit for Growth
8
The Vanishing American Corporation
The Vanishing American Corporation
9
On China
On China
9
Capitalism’s Toxic Assumptions
Capitalism’s Toxic Assumptions
7
The Weekend Effect
The Weekend Effect
8
The Smartest Places on Earth
The Smartest Places on Earth
8

Related Channels

Comment on this summary