The Effects of Call Centers on Language and Culture: Morocco as a Case Study
Nowadays, call centers all over the world tend to play a crucial role in the business environment. They create new work opportunities for millions of operators or agents across the globe and they serve as a primary customer-facing channel for companies in different countries. Call centers seem to have gained considerable acceptance in different parts of the world because their main aim is to provide their customers with a sense of satisfaction before and after sales. The present paper will attempt to briefly examine the history of call centers in general and some of the reasons behind locating them in Morocco in particular. The paper will also try to shed much light on the working conditions and the operational challenges faced by call center agents. The big focus will be put on the various problems encountered by the Moroccan staff with regard to their native culture, identity and language.
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