| dc.description.abstract | In recent years, as China experienced rapid economic growth, with domestic and foreign enterprises continue to join the business competition, people have become more demanding in the quality of service. With the widespread usage of telephone, the decrease in telecommunication cost, and the rapid development of the internet, the market for Call Center has been growing rapidly. The Call Center industries in developed countries are already matured. As China is still in the developing stage, the potential for business opportunities is enormous.
This research focused on the study of Call Center market in China. Starting with the industry analysis for call centers, this research analyzed the Chinese Call Center industry by the SWOT model, analyzed the competitive environment with the Five Force analysis, and explored the motives and obstacles of the Call Center Industry.
As the outsourcing of call centers in China is on the rise, more and more corporations outsource their customer service departments to professional call centers that can do the job in the more efficient and economical manner. SWOT analysis was being used to study the operational advantages of the business model in which the case company combined call centers in Taiwan and China.
The results showed that:
(A)The competitive advantages of the case company came from its rich experience in call center operations management and being localized in the Chinese market.
(B)These advantages of in its Taiwan call center division were complimentary to the competitive environment in China and helped the case company’s growth in China. | en_US |