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- Title
Did the Call Centers' Industry Collapse in South Punjab Due to Human Resources' Inadequate Linguistic Competence? Insights into Stakeholders' Perceptions.
- Authors
Ahmad, Naveed; Khushi, Qamar
- Abstract
This paper is an attempt to gather insights from the stakeholders at the call centers in South Punjab of Pakistan with reference to communicative abilities of the call centers' employees during their exchanges with the customers of native speakers' countries. The case study is focused on three call centers established in the city of Multan, a hub of South Punjab in terms of socio-economic and cultural activities. These call centers were closed down shortly after their establishment, and no further call center has been established in Multan after the failure of these call centers. Data collection tool was an interview. The subjects were former stakeholders of these call centers. Subjects were of three types: 1) former call center representatives; communicating with native speakers mostly, 2) former call centers' managers, and 3) former call centers' owners. Data was analyzed qualitatively. The findings revealed that that the major cause of failure of this business has been linguistic inadequacies of human resources in specific areas; however, some technical reasons were also attributed as minor causes of failure. Recommendations include university-industry linkage to overcome the problem.
- Subjects
PUNJAB (Pakistan); STAKEHOLDERS; CALL center agents; EXECUTIVES; SOCIOECONOMIC factors
- Publication
Pakistan Journal of Social Sciences (PJSS), 2014, Vol 34, Issue 2, p733
- ISSN
2074-2061
- Publication type
Case Study