Introduction
People got used to the innovative technologies which make their life better and easier. People cannot imagine their lives without phones and especially mobile phones. If one forgets a mobile phone at home, he/she feels as if lost in this world. Thus, the role of telecommunication companies and the services they provide may not be overvalued especially if to consider the international communication.
It became easier to run business with international partners and to control the business being on the foreign land. Moreover, people can communicate with their friends and relatives no matter how far they live. The borders are obliterated when people take a mobile phone and make a call.
The main purpose of this report is to identify one of the operations provided by GlobalTel, consider its objectives, check design and utilization of technology, and to understand the main planning and control facilities. It is also important to provide the analysis at the end of the report which will identify improvements, failures, and operation quality.
Brief Description of GlobalTel Company and Operation/Process Selected
GlobalTel is a company which was founded in 1991. The headquarters of the organization is located in Boca Raton, Florida. The services of the GlobalTel are provided by InterActive Media Technologies, Inc. The company operates in more than 240 countries.
There are a lot of different services and operations the company provides, like “Universal International Free Number (UIFN) Direct Dial service, Callback Service, GlobalTel USA Calling card service – a US & Canada domestic service, CallMeBack Prepaid Phone Cards for any country, switching and carrier services for resellers and phone card distributors” (GlobalTel International Telecommunications 2006).
The Callback Service is the operation chosen as a focus of this discussion. It is important to know how the service works and what its essential features are. Callback Service is the service which is extremely important for the customers all over the world as it makes it possible to communicate being in any part of the world (GlobalTel International Telecommunications 2006).
Methodology
The literature review is the main idea of our research. This method is chosen for the report as the consideration of the company website and other sources found online as well as in the printed materials may help us understand whether the chosen operation/process is useful for people or not.
Moreover, we are going to analyze the Callback Service and its value as a process due to the found information. The information for this report is located mostly on the Internet what proves one more time that telecommunication companies are really important for the mankind in the modern world.
Strategic Objectives of GlobalTel and Operation/Process
GlobalTel is the company which provides its business customers with “fixed voice and data services” (Polishuk 2002, p. 5). The main objective of the GlobalTel is to provide the international services for lower prices. Being a telecommunication company, GlobalTel is aimed at providing its customers with low rates to those who calls outside the USA. The company wants to make its rates lower not only in the country but worldwide.
Moreover, providing the Callback Service, the company tries to make it easier for their customers to communicate with people worldwide. The Callback Service is directed at business people, ambassadors, and other personalities who need the service available 24 hours every day.
The main purpose of the Callback Service is to provide its clients with the quality services based on the international calls at any time and for the lowest price in the country (GlobalTel Callback 2010).
Operation/Process Design
The design of the GlobalTel Callback Service is aimed at providing the customers with the low priced callbacks from about 240 countries. There is the service which provides the customer with “6 second billing after the first 60 seconds” (GlobalTel Callback Service 2006) of the communication. This helps to know the price and the rates of the call and save on international communications greatly.
Thus, the design of this operation is as follows, the customer calls to the country he/she wants to using GlobalTel Callback Service. The customer finishes the call and no charge is taken as the call was not completed. Then, the Switch connects the country a customer wants to call and calls him/her back using lower tariffs. The system identifies the country and calculates the cost of the communication using the rates to this country.
The customer may see the price per minute and calculate an expected cost of the whole communication. The GlobalTel Callback Service provides its customers with the opportunity to check their calls and account online. Moreover, the online billing and account management services are available for the clients.
Utilization of Technology
The GlobalTel Callback Service uses the following technologies. Call switching technology the operation uses makes it possible for the customers of the service to deliver call-control features, like “call hold and three-way calling, access to peripheral equipment and services, such as voice mail” (Betting 1998, p. 37).
Moreover, the online International Callback Rate Calculator is created with the purpose to make the process of price identification for the customer easier. The user of the GlobalTel Callback Service may use the innovation technologies, the Internet, and calculate the price of the call being aware of the countries a client calls from and to. Moreover, thanks to 100% digital ISDN circuts the technology called the Switch works perfectly.
The quality of the call is on the highest level. The consumers of the service of GlobalTel are offered to create an online account as this may be really helpful for those who want to change the Callback number or check the billing information (GlobalTel Callback Service 2006).
Planning and Control of the Operation/Process
Being an international company, GlobalTel wanted to become the leading company in the whole world. Working with 240 countries and providing its service there, the company managed to lower its rate and to become a leader in the industry. Using the most innovative technologies, the company can plan its work and control all the services it provides the customers with.
The online accounts also help follow the number of users and the services they consume more. This information may be helpful for the company in case if it decides to provide its customers with the discounts or other services they really need. Monitoring and control of the consumer services is the main motivator for improving the quality of the services and enlarge the clients’ database of the company.
Improvement, Failure, and Quality
There are always the ways for improving the services as there is no limit for perfection. Many managers and other employers in the company try to do all their best to provide the customers with the high quality services. The main purposes of the improvement processes in the company are as follows: first, to eliminate any mistakes occurred at any level of the service providing and second, to improve the quality of those services.
GlobalTel should always search for new and most innovative techniques as the technology develop and there always some services which may be used. The quality of the GlobalTel Callback Service is on the high level, but, it is not the reason to stop. The research should be conducted and the new ways for service improvement should be considered.
It should be noted that searching for the information online, there were no facts about big failures in the work of the services. Still, if service users experience some problems they may contact customer service which is available 27/7 (GlobalTel Callback 2010).
Conclusion
In conclusion it should be stated that GlobalTel is a leading company in the telecommunication industry. Providing the GlobalTel Callback Service worldwide, the company managed to provide the customers with the low price services of the highest level. The GlobalTel Callback operation is extremely important for people in the whole world.
Firstly, businessmen can contact their partners from any of 240 countries where the services of the GlobalTel Callback are available. Secondly, there are a lot of organizations which use the services of the company.
Thirdly, many people have relatives worldwide and GlobalTel Callback Service is a great opportunity to keep in touch with them. Finally, friends are also important and communication with them may be easy and not really expensive, especially is Skype or other similar programs are not available at the moment.
Reference List
Betting, C., 1998. Switching software boosts IP telephony. Network World, 15(47), p. 37.
GlobalTel Callback Service, 2006. GlobalTel International Telecommunications. [Online].
GlobalTel Callback, 2010. GENERAL INFORMATION. [Online]
Polishuk, P., 2002..Level 3 Signs 15-Year Deal with GlobalTel. European Telecom Monthly Newsletter, 7(4), p. 5.