A Canadian bank has received multiple complaints from customers concerning its Philippines-based call center. The bank is exploring the possibility of moving the call center back to Canada. This would require the closure of the Philippines operation and the establishment of a Canadian-based operation. Setting up the new call center in Canada would require significant efforts in HR planning to ensure a smooth transition of operations. The HR director has tasked you (the HR manager) with investigating various options including downsizing, restructuring, and/or retraining.   

Critically evaluate the major concerns and problems faced by an HR manager in such a scenario and make a recommendation as to how you (in the role of HR manager) might approach these circumstances. What should your first steps be?

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Title HR Challenges in Relocating a Call Center A Strategic Approach Introduction The decision to relocate a call center from the Philippines back to Canada presents significant challenges for the HR ... View the full answer