Corporate culture-reviewThe Business - p.30

• Ex.1• 1) relate• 2) incorporate• 3) be assessed• 4) be supervised• 5) enhance• 6) offer

Corporate culture-reviewThe Business - p.30

• Ex.2• 1) deadline

• 2) insight

• 3) appraisal

• 4) workload

• 5) commitment

• 6) etiquette

• 7) overview

• 8) predecessor

• 9) outcome

• 10) threaten

Corporate culture-reviewThe Business - p.30

• Ex.3:• 1) of

• 2) in

• 3) for

• 4) with

• 5) under

• 6) with

• 7) after

• 8) to

• 9) on

• 10) of

Corporate culture-reviewThe Business - p.30

• Ex.4:• 1) in charge of

• 2) responsible for

• 3) deals with

• 4) looks after

• 5) takes care of

Corporate culture-reviewThe Business - p.30

• Ex.5:• 1) F

• 2) T (mostly, depends on the hierarchy in a company)

• 3) F

• 4) F (Chief Operations Officer)

• 5) T

• 6) T

• 7) F (Research and Development)

• 8) F (subsidiaries)

• 9) T

• 10) F (organigram)

Corporate culture-reviewThe Business - p.30

• Ex.6:• 1) While I was working in my father´s business I started to understand

the importance of marketing - I had never thought about it before.

• 2) I had already been in the job for two months when I first spoke to the big boss, the CEO: I nearly hit his car as I was parking mine!

Corporate culture-reviewThe Business - p.30

• Ex.7:• 1) Actually, …

• 2) seems

• 3) might

• 4) could

• 5) Don´t

• 6) Wouldn´t

Corporate culture-reviewThe Business - p.30

• Ex.8:• 1) analysis

• 2) description

• 3) evaluation

• 4) observation

• 5) suggestion

Read + explain the terms in red (give Czechequivalents)

Call centreFrom Wikipedia

A call centre (or call center) is a centralised office used for the purpose of receiving andtransmitting a large volume of requests by telephone.A call centre is operated by a company to administer incoming product support or informationinquiries from consumers. Outgoing calls for telemarketing, clientele, and debt collection arealso made. In addition to a call centre, collective handling of letters, faxes, and e-mails at onelocation is known as a contact centre.A call centre is often operated through an extensive open workspace for call centre agents, withwork stations that include a computer for each agent, a telephone set/headset connected to atelecom switch, and one or more supervisor stations. It can be independently operated ornetworked with additional centres, often linked to a corporate computer network, includingmainframes, microcomputers and LANs. Increasingly, the voice and data pathways into thecentre are linked through a set of new technologies called computer telephony integration(CTI).Most major businesses use call centres to interact with their customers. Examples include utilitycompanies, mail order catalogue firms, and customer support for computer hardware andsoftware. Some businesses even service internal functions through call centres. Examples ofthis include help desks and sales support.

Telemarketing is a method of directmarketing in which a salesperson uses thetelephone to solicit prospective customers tobuy products or services, either over thephone or through a subsequent face to faceor Web conferencing appointment scheduledduring the call.

Clientele – a body of clients (customers,consumers)

Klientela

Networking1: the exchange of information or servicesamong individuals, groups, or institutions;specifically : the cultivation of productiverelationships for employment or business

2: the establishment or use of a computernetwork

Corporate computer network (intranet)is a private computer network that uses Internetprotocols, network connectivity to securelyshare part of an organization's information oroperations with its employees. Sometimes theterm refers only to the most visible service, theinternal website.

Briefly, an intranet can be understood as "aprivate version of the Internet," or as a versionof the Internet confined to an organization.

Mainframes (often colloquially referred to asBig Iron) are computers used mainly by largeorganizations for critical applications, typicallybulk data processing such as census, industryand consumer statistics, and financialtransaction processing.

Mainframe, střediskový počítač/server

LANlocal area network

lokální/místní počítačová síť

Data path(way)

Exchange of data between two functionalunits.

Tok dat

Computer telephony integration (CTI)

is technology that allows interactions on atelephone and a computer to be integrated or co-ordinated. As contact channels have expandedfrom voice to include email, web, and fax, thedefinition of CTI has expanded to include theintegration of all customer contact channels(voice, email, web, fax, etc.) with computersystems.

Utility company is a company that maintains theinfrastructure for a public service (often also providing aservice using that infrastructure). Public utilities ofteninvolve natural monopolies, and as a result are oftengovernment monopolies, or if privately owned, the sectorsare specially regulated by a Public Utilities Commission.Public utilities can be privately owned or publicly owned.Publicly owned utilities include cooperative andmunicipal utilities. Municipal utilities may actuallyinclude territories outside of city limits or may not evenserve the entire city. Cooperative utilities are owned bythe customers they serve. They are usually found in ruralareas. Private utilities, also called investor owned utilities,are owned by investors. Unlike public companies, privateutilities may be listed on the stock exchange.

Podnik veřejných služeb

Examples of utilities are: An electric utility, which in some instances can

be electric power transmission or electricitydistribution organizations.

Drinking water purification and distribution Sewage treatment and disposal Other waste disposal Natural gas distribution District heat generation and distribution Public transport Telecomunications, such as cable television and

telephone lines Roads, including tollways

Mail order catalogue firmalso called Direct-mail Marketing, method ofmerchandising in which the seller's offer ismade through mass mailing of a circular orcatalog or through an advertisement placed in anewspaper or magazine and in which the buyerplaces his order by mail.

Zásilkový internetový obchod

Help desk

is an information and assistance resource thattroubleshoots problems with computers andsimilar products. Corporations often providehelp desk support to their customers via a toll-free number, website and/or e-mail. There arealso in-house help desks geared towardproviding the same kind of help for employeesonly. Some schools offer classes in which theyperform similar tasks as a help desk. It is oftenreferred to as the "hell desk" by those who workthere.

Call centre racist abuse

• http://www.time.com/time/business/article/0,8599,1671982,00.html

• http://www.acm.org/ubiquity/views/v7i04_ghimire.html

• http://www.telegraph.co.uk/global/main.jhtml?xml=/global/2005/01/21/wcall21.xml

• http://www.corpwatch.org/article.php?id=12832

Customer support

• Have you ever communicate with a call centre?• How long did you have to wait for a response?• Was the operator pleasant/helpful/competent…?• Was your problem solved?• Did your experience influence your opinion of the

company?

Pros and Cons

• A) Try to persuade your colleague to go and work for a call centre (list the positive aspects - type of job, people, environment, working hours, promotion, income …)

• B) Refuse the offer to work for a call centre (give negative aspects)

Reading-At the end of the line

• Read the introduction and the first paragraph.

• What is the reason for using call centres in India given by

• a) Sir Keith Whitson ?• b) the writer of the article ?

• Which opinion do you agree with?

• The Business, p.18, ex.2

• A) Smarter Indians

• B) Call of the East

• C) UK jobs leak

• D) Unions strike back

• E) More Britons concerned