ORANGE CONSULTATION TEAM. 1- Should Portal offshore its customer service function? ▪ We prefer not to offshore customer service to India because of the.

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Presentation transcript:

ORANGE CONSULTATION TEAM

1- Should Portal offshore its customer service function? ▪ We prefer not to offshore customer service to India because of the following reasons:

1.Negative public image of the company as a result of lay-offs. 2.Negative public image can also result with decrease in sales. 3.Political complications of the new location. a) Ethnic and religious diversity can cause intra-state conflicts. b) Tension ridden issues with neighbouring countries can create political instability. c) The economic expectation of the Indian government makes national economy vulnerable to international crisis and fluctuations which could result with a rapid increase in costs.

What’s the Solution? To improve customer service they have to implement the following issues: a)Establish a better customer service training program. b)Measure the performance of the employees keep the one’s that work efficiently. Try to hire younger workers

How can Portal balance the concern of its stakeholders? If the customer service improve, no problem for the customers. If the customer service improve, no problem for the customers. If Portal achieves high profit margin and global competitiveness, no problem for shareholders. High motivation for the employees. The government would continue to receive tax income for the state.