24 May 2017

A Case Study Simplified

LinkedIn Pulse

A UK bank has received multiple complaints from customers concerning the bank’s India-based call center. The bank is exploring the possibility of moving the call center back to the UK. This would require the closure of the Indian operation and the establishment of a UK-based operation. Setting up the new call center in the UK would require significant efforts in HR planning to ensure a smooth transition of the operations. The HR Director has tasked with investigating various options including downsizing, restructuring and/or retraining. The viable options solicited to the HR Director is a mix of all three, downsizing, restructuring and retraining.


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