This is my assignment. The top area is about the assignment. The area below that which begins with the numbers that is the questions for the assignment that needs to be answered. The assignment needs to be written in narrative form
In a New York Times article entitled “Hi, I’m in Bangalore (but I Can’t Say So),” Mark Landers describes the training for customer service center workers in India. “Hi, my name is Susan Sanders, and I’m from Chicago,” said C. R> Suman, who is actually from India and is sitting in Bangalore as she talks with an American caller regarding a service offered by a US telecommunications company. Part of Ms. Suman’s training at Customer Asset, the Indian call center, is to “fake it” as an American. She not only receives considerable dialect training so callers think they are speaking with a midwesterner, she is also given instructions to lie to the caller about where she is from and where she is at the time of the call. “Susan’s” parents are Bob and Ann, she has a brother Mark, and she attended the University of Illinois. Ms. Suman’s training included an episode of “Friends” in which she was supposed to learn “in” phrases. Defenders of this practice maintain that customers are troubled if they find out that the company representative with whom they are dealing with is over 8,000 miles away. Ms. Suman earns about $3,500 per year for full-time work with Customer Asset.
Assignment:
1) What do you see as the major advantages and disadvantages of contracting with an overseas customer call center?
2) What do you see as the advantages and disadvantages of allowing this outsourced organization to lie to your customers about who they are and where they are?
3) Is it unethical to contract with such an organization?
4) What if Customer Asset presented data showing American callers are more satisfied with the call service they received from the “fake” Americans that from call center associates who admit they are Indians sitting in India?
5) Would you be more accepting of this practice if data showed customers feel more secure about transactions if they feel they are interacting with an American?
6) Do a Net search to determine what the salary would be of a customer service representative working in the United States.
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