The call centre industry faces competition not only from the national companies but also from the overseas market. Maggie Klene, the founder of “The Call centre School Founding partner” in an interview stated that the main competitors of the domestic call center in US are the call centers based in nations like India which has emerged as an attractive outsourcing destination due to its low operating cost in the form of low wages (The Great Voice Company, “ An interview with the call center School Founding Partner, Maggie Klene”).
One Touch Direct provides business solutions like call center operations, marketing, cross sales, retention, technical support and data entry services to its customers (One Touch Direct. “Our Services”). Its customers include firms which outsource their business processes like customer care services to third party vendors. In order to attain sustainable competitive advantage in the context of both regional as well as local players, One Touch Direct must focus on providing quality service to its clients.
Macro economic factors are considered to be one of the most important factors that affect the business prospects of a firm. One Touch Direct is based in the United States of America and is engaged in providing services to French, Spanish and English speaking people (One Touch Direct. “About Us”). The economy of the United States is considered to be the most powerful economy of the world. Its per capita GDP is about $ 46,400. The nation is known to have favourable labour policies as compared to its counterparts in Europe and Asia. The nation has a GDP of about $14.26 trillion in the year 2009. Services constitute the bulk of its GDP having 76.9 percent share, this is closely followed by industries with 21.9 percent and finally agriculture which contributes about 1.2 percent to the nation’s GDP (CIA, “The World Factbook- North America: United States”).
United States of America has a large mobile