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| Topic: |
Business
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| Number of pages / Number of words: |
3 / 605 |
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Bell saw that their award-winning customer support could be sent to New Delhi, India and cost one-tenth of maintaining the same call center in Texas. So Bell moved all telephone sales and support to New Delhi. When customers complained about the accents of the call center representatives, Bell implemented a training and screening program for their representatives...
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As broadband internet became ubiquitous, online Live Chats were used to mask some of the same language complaints.
Another challenge was the differing markets for Bell computers. Some configurations were selling well in the United States, but did not sell well at all in other markets. Bell implemented “just in time” manufacturing in which they drastically reduced the number of pre-built systems shipped and waited to build the computers until the consumer ordered them on-line...
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General points of the essay
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