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Article: Global Outlook: Call centres - Time to realign?

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Foreign Direct Investment
Article date:
April 1, 2009
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Call centres, shared service centres and technical support centres may not be bellweather industries, but they reflect business trends and the ways corporations are dealing with the global financial crisis.

Chrysler, a 'big three' US auto manufacturer on the verge of bankruptcy, revealed plans to move its customer assistance call centre from India back to the US to Rochester Hills, Michigan and Salt Lake City, Utah. The reason: to improve customer service. Chrysler had found that many US customers had trouble understanding the Indian accents and complained about their quality of support.

In November, Sallie Mae, the leading US college loan company, ...

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