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Sears Offshore Strategy

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The company that I have selected that has moved offshore is Sears Canada, for the service of customer call centre. Its retailer has been outsourced to the Philippines from Regina, Saskatchewan and Belleville, Ontario. Yes, the same level of service that is offered to a Canadian is by someone who has not lived in Canada.
Factors that affect the Canadian economy include: the country’s increased value of Canadian Dollar, cost reduction, unwillingness to spend in new updated or advanced technologies, seasonal necessities of the service and the popularity of network self-service. Outsourcing call centre procedures would also usually feature “concealed charges.” These expenses may be related to unexpected legal disputes, losing customers based upon …show more content…
The main motive for developed countries; such as Canada, is that the developing countries (in this case, the Philippines) have taking over most of the call centre jobs; not only from Sears Canada, but in general. Therefore, Canadians are losing occupations from this industry field; causing a key decline in Canadian telecom employment. Call centre companies in Canada actually have the money to hire Canadians at a reasonable wage, but in its place, choose to increase to their revenue margin by sending those careers offshore. All in all, developed countries are struggling to find these kind of jobs because of …show more content…
Besides getting paid less (perhaps being treated rather like slaves), international call- centre agents probably are deficient in the ethnic familiarity of another country, their fluency and language skills; in order to provide excellent customer service. Lack of company understanding is another reason as well. They can be unexperienced with the company that they are working for from the transferred developed country (Canada), process and standards. Lastly, the security and privacy of these employees are affected too. During the employment process of these external workers, they would have to experience several background checks. But it is not the typical background checks that are offered in North America (mainly in the USA) either. The information that is sent between them and the companies are supposed to be personal, but may be less protected as expected or “leaked details;” compared to local agents in a developed country (Canada/

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