National vs international Call Centers

International and domestic call centers differ in many ways. An important distinction is the size of operations. International centers are larger than domestic centers.

An advantage of large call centers is their ability to realize economies of scale in the allocation of labour. But large call centers are typically impersonal and hard to manage. As a result they often experience higher levels of staff turnover.

The small office environment of domestic centers allows for close relationships among employees. Another benefit is that it provides more opportunities for flexibility in workplace employment practices.

A survey shows that 30% of centers primarily serve local or regional markets, while 56% serve their own national market (The Global Call Center Report: International Perspectives on Management and Employment)

Call centers’ spread is shaped particularly by language and culture. Most centers providing international services follow historic patterns of linguistic ties: between Spain and Latin America; between France and Morocco; between the UK and US and other English speaking countries (Ireland, India, Canada, and South Africa).


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