UK AND US CALL CENTERS QUESTIONNAIRE

UK AND US CALL CENTERS QUESTIONNAIRE

                                                          

            You were chosen as a respondent to answer this survey – questionnaire on the “Critical Analysis : Feasibility Study of UK and US companies relocating their call centers to India ? Is it viable or not.” Your answers will provide the data needed in this study. Rest assured that your answers would be treated with utmost confidentiality. Thank you very much.

 

 

                                                                                                                     Researcher     

 

  Part 1.  Profile of Respondent

 

Direction: Please fill up in all the necessary information about yourself. Don’t leave any item unanswered.

 

a.            Age

Below 18 ( )   18 – 20 ( )      21 – 25 ( )      26 – 30 ( )      31 – 35 ( )

36 – 40 ( )      41 – 45 ( )      46 – 50 ( )      50 above ( )

 

b.            Gender

Male ( )           Female ( )

 

c.            Educational Attainment

Elementary ( )    High School ( )    College ( )    Graduate Studies ( )

 

d.            Current Position

Rank and File ( )      Supervisory Position ( )     

Managerial Position ( )        CEO Position ( )

 

 

e.            How long have you been employed in the company?

Less than a year ( )  1 – 2 years ( )            3 – 4 years ( )

5 – 6 years ( )            7 – 8 years ( )            9 – 10 years ( )

Over 10 years ( )

            f.          How long have you been in your current position?

Less than a year ( )  1 – 2 years ( )            3 – 4 years ( )

5 – 6 years ( )            7 – 8 years ( )            9 – 10 years ( )

Over 10 years ( )

 

Part 2. Perception of the Managers Regarding the Needs of their Call Centre

Direction:       Encircle the number corresponding to your answer

 

                        5          -           Strongly Agree

                        4          -           Agree

                        3          -           Uncertain

                        2          -           Disagree

                        1          -           Strongly Disagree

 

1.            The company is aware of the

laws and regulations that apply to

call center activities                               5          4          3          2          1

 

2.            The company trains the staff

including providing ongoing

awareness programs                            5          4          3          2          1

 

3.            The company has a considerably

large following, thus placing its

financial status in a stable position    5          4          3          2          1

4.            On my point of view, the company

will be able to acquire more profit if

it relocated its call centers on a

different country where labor is

considerably cheaper                           5          4          3          2          1

 

5.            The company needs an

educated workforce                               5          4          3          2          1

 

6.            The company needs employees

and call centre agents that are well

versed in the English language.         5          4          3          2          1

 

7.            The company also possesses the

latest hardware that will enable an

efficient progression of work among

its employees                                         5          4          3          2          1

 

8.            The company already possesses

a system that allow agents to

record and track customer

interactions, schedule follow-up

contacts, make referrals and

otherwise manage their

prospect contacts.                                  5          4          3          2          1

 

9.            The infrastructure and personnel

needs of the company is could be

more satisfied by the environment

in UK than in other parts

of the globe.                                            5          4          3          2          1

10.         The company could have saved

time and resources if it stayed

in UK to look for the resources

it needed.                                                            5          4          3          2          1

 

 

 

Part 3. Perception of the Managers on the Human Resource Milieu in India

 

Direction:       Encircle the number corresponding to your answer

 

                        5          -           Strongly Agree

                        4          -           Agree

                        3          -           Uncertain

                        2          -           Disagree

                        1          -           Strongly Disagree

 

India has a pool of warm bodies

capable of satisfying the criteria

of the company as its personnel               5          4          3          2          1

 

The said country has a highly

trainable workforce                                      5          4          3          2          1

 

The Indian workforce is capable

of acquiring and understanding

the English language                                 5          4          3          2          1

 

 

The commercial milieu of India

is capable of catering to the

infrastructure required by the company?            5          4          3          2          1

 

Existing legislation in India is not

conflicting to any of the company’s

philosophy                                                    5          4          3          2          1

 

The government of India give

foreign direct investments that

provides employment for its people

a considerable leeway in terms of

tax and other obligations                            5          4          3          2          1

 

The cost of maintaining a firm in

India is considerably less expensive

than operating in UK                                   5          4          3          2          1

 

 

 

 

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