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
Credit:ivythesis.typepad.com
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