JBS Vol 21. Num 2. 2019 - Bangladesh’s Readiness for the International Call Center Industry

Muhammad Z. Mamun
Mushtaque Ahmed
Sheikh Morshed Jahan
Abstract

Recent trends in the global outsourcing industry have identified an opportunity for Bangladesh to enter the offshore Call Center Industry. A major challenge for Bangladesh is to create a pool of workers who would find employment as call center agents. This paper focuses on four important dimensions of the skills required of these workers: English proficiency, enlightening proficiency (skills related to computer handling, communication, and cultural adaptation), psychological orientation, and willingness to work. Our findings reveal that potential Bangladeshi workers for the global Call Center Industry are less skilled by international standards in several areas: English language, listening, speaking, comprehension, and communication. However, their competencies are high in cultural compatibility and computer handling. For Bangladesh to succeed in this international global business, the country must invest in improving the English proficiency of potential employees. There must also be additional emphasis on interactive teaching and extracurricular activities to improve the listening and communication skills of graduates.