Internationalization of Contact-Center Services: A Look to Colombian Organizations

• Main Authors: López-Rodríguez, Campo Elias, Poveda-Aguja, Fernando Augusto, Beltrán-Bejarano, Dania Vanessa, Cárdenas-Calderón, Luisa Fernanda
• Format: Conference Proceeding
• Language: English
• Subjects: Competition; Competitive advantage; Correlation analysis; Correlation coefficients; Costs; Customer services; Foreign investment; Global marketing; Globalization; Impact analysis; Intellect; International; International financing; Knowledge management; Macroeconomics; Organizations; Outsourcing; Subsidiaries; Trade agreements
• ISSN: 2048-8963; 2048-8971
• DOI: 10.34190/EKM.20.071

The contact-center service is an important business activity used by various organizations as a strategy to establish a more assertive relationship with their customers, who are not only present in local environments but are also located in international scenarios. For that reason, this research analyzes the impact that contact-centers have had on the development of the internationalization of services in Colombia. In that sense, Pearson's correlation coefficient, simple correspondence analysis and symmetric normalization were used in the different partnerships obtained, which determine that it is important for these organizations to implement commercial subsidiaries in global markets as a mechanism for internationalization, where the participation of human intellect in the strategic decisions of internationalization is a key aspect. Foreign investment as a macroeconomic variable is a major determinant in the selection of international markets, and the ability to interact assertively with clients is a key factor that demonstrates the high direction market that the contact-centers have.