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Call Centres Located in Ireland. A case Study: IBM.

Harvey, Sinead (1999) Call Centres Located in Ireland. A case Study: IBM. Undergraduate thesis, Dublin, National College of Ireland.

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Abstract

This paper addresses the reasons behind IBM'S decision to locate its Technical Support Call Centre in Ireland in 1996. It also examines to what extent the available Irish workforce fulfills IBM'S labour requirements.

The main research methodologies were used to further the research question. An observation of the Technical Support Call Centre was carried out in an effort to gain an appreciation for the working environment, general organisation and procedures of the Call Centre. In addition, interviews were conducted with a Call Centre agent and the Manager of the Centre, in order to obtain information regarding the location strategy and labour requirements of the Call Centre.

In this regard, the study established that the primary reasons for IBM choosing Ireland as a location for its Call Centre were low costs, advanced technology, financial incentives and the available workforce in Ireland.
Further to this, the study found that in general IBM finds the skilled labour it required in the available Irish workforce with the exception of certain language skills.

Item Type: Thesis (Undergraduate)
Subjects: H Social Sciences > HF Commerce > Telecommunications in Business
H Social Sciences > HD Industries. Land use. Labor > Specific Industries > Multinational Industries
H Social Sciences > HD Industries. Land use. Labor > Specific Industries > Telecommunications Industry
H Social Sciences > HF Commerce > Customer Service
Divisions: School of Business > BA (Honours) in European Business and Languages
Depositing User: SINEAD CORCORAN
Date Deposited: 26 Aug 2010 13:51
Last Modified: 02 Dec 2014 15:02
URI: http://trap.ncirl.ie/id/eprint/424

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