The paper "Advantages of Using English as the Single Global Language and Outsourcing Customer Care Services" is a good example of business coursework. Communication is a major concern in multinational organisations. In this case, communication plays a critical; role in any organisational market success and effectiveness. On one hand, internal communication enables organisational internal stakeholders, including the employees and the management to communicate effectively. Effective internal communication reduces potential disagreements among the organisational members, enabling them an effective and focused approach on the operations and functioning of the venture operations in the market.
The second category affected by organisational communication systems is the external stakeholders. These include the customers, potential customers, regulators, and society at large among others. In this regard, in order to ensure that an organisational communication system is effective, most of the organizations have adopted a single official language. In this case, most prefer to sue a single communication language as a means of providing proper uniform coordination (Marschan-Piekkari, Welch & Welch, 2014, p. 26). One such commonly used language is the English language in multinational organisations, especially for their call centres.
However, although the use of the same English language offers a series of advantages, it similarly exposes organisations to a series of challenges. This essay offers a critical analysis of this concept. In particular, if reviews the increased offshoring and outsourcing of call centre services by the UK organisations in the Philippines and India respectively. As such, it reviews the advantages offered by such centres as well as the risks and challenges that potential variances in Language use pose to its customer’ s satisfaction with its overall services respectively. Advantages of Using English as the Single Global Language and Outsourcing Customer Care services The use of English as the common and uniform language in an organisational communication process offers a series of merits to the venture.
This essay analysis section reviews the potential advantages and merits that the organisations accrue as a result of using the English as a standard and single communication language in their call centres. Services Uniformity The first main advantage of using the English language as the main customer call centre communication enables a venture to serve its international customer base.
In this case, the call centre numbers are open to a majority of the customers in the global market, beyond the UK borders. In this case, the UK customers can at times travel beyond the UK and reside beyond their borders such as in Asia and in Africa. However, it is possible that while at these regions the customers are bound to have the issue and a number of problems they would want to be resolved by the company customer service department. In the event that the local customer service call centres such as in India and Philippines were to have their own domestic language, it means that the customers cannot be assisted if there are beyond their normal English speaking language regions. As a result, this would limit the responsiveness and the global nature of such customer care services.
An evaluation of the global market illustrates a rising trend in global tourism as well as international migration and movements over the years. This means that most of the customers in Europe and the USA are increasingly travelling and moving to other areas such as Asia and Africa based nations.
Similarly, ease of movement has enabled Asians and Africans increased access to the European and USA continents respectively. Hence, this serves as an indication that the customer base movements in the market have exponentially increased in the recent past (Corbett, 2004, p. 27). Therefore, as organisations expand their services in the market there is need to simultaneously expand and globalise their call centre services, a move that starts with the use of a common and single official language for the call centres globally.
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