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Essay / Research Paper Abstract
In March 2012 Southwest airlines announced the decision to open a new call centre in San Antonio. This 4 page paper reviews a news article reporting on the event and then critiques the article and decision with specific reference to the current financial position of the organization and its profit level compared to competitors. The bibliography cites 6 sources.
Page Count:
4 pages (~225 words per page)
File: TS65_TEcallcent.doc
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Unformatted sample text from the term paper:
new call centre to be located in San Antonio. The new call centre location had been approved by the San Antonio city council, in which a key factor was the
ability of the new call centre to support 800 jobs, this included moving 478 employees from the existing call centre, located on Interstate Highway 10, and the creation of an
another 322 new positions so that there would be a total of 800 full-time employees working in a call centre by the end of 2012. This will be one of
six call centres, which currently handle in the region of 60 million calls per year, and has the aim of enhancing customer service. The new call centre is expected to
open in the second quarter of 2012. The new call centre will be 60,000 square foot, to which the company is already signed a 15 year lease, with an option
to extend that lease. It is noted that this will be Southwest Airlines largest customer support centre and Mayor Julian Castrothe city believes that this is a tribute to the
quality of the local workforce. The creation of the new call centre is part of the companys Business Retention and Expansion Programme, working with the Economic Development Foundation and the
city of San Antonio in order to find a suitable location. The plan may be seen as building on a long-term relationship to the companies had with the city, which
started in 1971, when, on 18th June the company started its six daily flights to Dallas and in 1981 opened a local call centre. When looking at the article
there is a very positive slant, which is understandable as it is positive news for the local community. For example, the statement that in the first few lines that 800
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