In Bengaluru, India, a university study mapped an international call centre shown in Fig. 1. Employees provide technical support to customers in several tim...
Question 1 Report
In Bengaluru, India, a university study mapped an international call centre shown in Fig. 1. Employees provide technical support to customers in several time zones. The building has fast fibre-optic connections, backup generators and buses that collect workers at night. Managers state that the centre is part of India’s growth in tertiary employment.
Identify the economic sector of the call centre. [1]
Identify two features in Fig. 1 that allow the centre to serve international customers. [2]
Identify one reason why night shifts may affect employees’ quality of life. [1]
Identify two advantages Bengaluru may have for companies choosing this location. [2]
Answer Details
(a) A call centre belongs to the tertiary, or service, sector because it provides customer support rather than extracting raw materials or manufacturing goods. [1]
(b) Features allowing international service include:
- a fast fibre-optic internet connection, enabling rapid communication and data transfer;
- night operation or world time-zone clocks, allowing customers in other time zones to be served.
Backup generators and computer-and-telephone systems are also valid. [2]
(c) Night shifts can cause sleep disruption, which may affect health and leave less time with family or friends. [1]
(d) Bengaluru may attract companies because it has:
- a large English-speaking workforce;
- graduates with IT skills suited to technical support work.
Lower wages than many high-income-country cities, good telecommunications and an existing technology cluster are also acceptable. [2]
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