Call Center focuses on receiving and transmitting a mass volume of inquiries through telephonic calls. Inbound call centers are for customer support to answer customer inquiries. On the other hand, the outbound call centers are for market research, political donations, telemarketing, and other emergency needs. The call centers are the open workspace for the call center agents with the workstation connected to the inbound or outbound call management system. Today, we’ll discuss the PESTLE analysis of Call Centers; it focuses on external environmental factors like; political, economic, social, technological, legal, and environmental factors.
Political Factors Impacting Call Center
Some of the main political factors in the Call Center PESTLE analysis are as follows;
I-Government Regulations
The consumer protection government regulations are very strict for outbound Call Centers and outsourcing companies. They focus on areas of consumer protection laws, data privacy and protection, anti-fraudulent activities, anti-scamming, and others. However, the objective of strict laws and regulations is to avoid scamming, online fraud, and other activities.
II-Trade Laws
Often, many Western companies outsource their inbound and outbound Call Center operations to developing countries like India, Bangladesh, Philippines, Pakistan, and others. The trade policies of different countries are variable and it is dependent on the type of government in power, foreign policy, and diplomatic relations. For instance, if the outsourcing country doesn’t have good relations with the US, they would impose strict policies and high taxes to reduce trade with them.
III-Government Incentives
Governments often provide tax incentives to Call Center companies to keep their operations inside the country, instead of outsourcing them to other countries. Their goal is to keep employment opportunities inside the country, rather than giving them to other foreign countries. However, it allows them to reduce the unemployment level.
Economical Factors Affecting Call Center
Some of the main economic factors in the Call Center PESTLE analysis are as follows;
I-Economic Growth
The economic growth of the country plays a key role in the growth of businesses and companies. For instance, Call Centers perform various roles and functions ranging from donation, and customer support to telemarketing. Most importantly, they create employment opportunities along with performing their basic functions. They have an overall positive impact on the economic growth of the country.
II-Inflation
The inflation rate is the key economic indicator and it directly impacts the business operations of Call Centers. For instance, inflation happens when the federal government starts printing more currency notes than the required level; and it reduces the per unit value of all the currency notes. As a result, the tools, equipment, labor cost, and other service charges for the business operations of Call Centers would increase.
III-Spending Habits
The consumer spending habits of the market directly impact the business operations of Call Centers. In the case of outbound Call Centers into the foreign market, they need to conduct thorough market research and determine the spending habits of the customers market. Running the telemarketing campaigns of products and goods would be useless if the spending habits of the customer markets were low.
Social Factors Impacting Call Center
Some of the main social factors in the Call Center PESTEL analysis are as follows;
I-Demographic Shift
Millennials and Generation-Z comprise a major portion of the customer market. The modern customer market is tech-aware and they’re familiar with the concept of online shopping, telemarketing, and home delivery service. However, targeting the younger demographic of the customers market would make things easier for Call Centers, because they know how things work out.
II-High Customer Expectations
The customer’s expectations of the modern customer market are much higher. They want companies to know their needs, wishes, and demands and offer them the most relevant products and services. However, high customer expectations of the market have made things difficult for Call Center, because they have to work extra hard to know their market.
III-Cultural Diversity
The cultural factor plays a key role for the Call Centers while conducting outbound calls into the foreign country. The cultural nuances, gestures, and phrasal verbs have multiple meanings for various people in different regions and countries across the globe. Call Centers should be familiar with cultural nuances and sensitive areas of various markets while connecting, engaging, and selling products to them.
Technological Factors Affecting Call Center
Some of the main technological factors in the Call Center PESTEL analysis are as follows;
I-Advanced Technology
Call Centers implement the latest and advanced technological tools and equipment while making inbound and outbound calls inside or outside the country. Advanced technological tools and equipment have made things easier for them, one laptop, software application, and headphones would help them to conduct telemarketing marketing campaigns all over the world.
II-Tech Trends
The technological trends and the usage of digital devices have been increasing a lot for the past few years. It presents a great opportunity to the telemarketing Call Centers to run the marketing campaigns for the sale of tech and digital products and services. It allows it to amplify its customer market reach, network, and sales.
III-Cybersecurity and Data Privacy
Call Centers deal with the private data of the mass customer market. They should have a strong firewall system and powerful database, and it allows them to keep the private data of the customer market safe against any type of cybersecurity threat.
Legal Factors Impacting Call Center
Some of the main legal factors in the Call Center PESTEL analysis are as follows;
Regulatory Compliance
Call Centers should comply with the government regulations and policies of different countries. They comprise consumer protection laws, anti-scamming and fraudulent laws, data security, data privacy laws, and others. Regulatory compliance would help Call Centers to smoothly perform their operations without any delays and disruptions.
Environmental Factors Affecting Call Center
Some of the main environmental factors in the Call Center PESTEL analysis are as follows;
Sustainability Initiative
Call Centers need to make a strong commitment to environmental sustainability initiatives. They comprise investing in renewable sources of energy, recycling electronic waste, and ethical sourcing to reduce the carbon emission rate. However, it allows them to keep up with the growing environmental sustainability trends.
Conclusion: Call Center PESTLE Analysis |PESTEL Analysis of Call Center |External Environmental Analysis of Call Center | Strategic Analysis of Call Center
After an in-depth study of the pestle analysis of Call Center; we have realized that Call Center is the world’s leading profitable business venture. If you are learning about the Call Center PESTLE analysis; then you should keep in mind the abovementioned external environmental factors like; political, economic, social, technological, legal, and environmental.
Ahsan Ali Shaw is an accomplished Business Writer, Analyst, and Public Speaker. Other than that, he’s a fun loving person.
