Senator wants disclosure on outsourced calls

[phatphat]

Senator wants disclosure on outsourced calls


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Sun May 30, 1:17 pm ET
NEW YORK (Reuters) – In a bid to reduce outsourcing of U.S. jobs, a Democratic senator said on Sunday he will push legislation to make companies inform customers when their calls were being transferred outside the United States and charge companies for those transferred calls.
"This bill will not only serve to maintain call center jobs currently in the United States, but also provide a reason for companies that have already outsourced jobs to bring them back," Senator Charles Schumer said in statement.
Customers calling 800 numbers are often transferred overseas, and in such cases the bill would mandate that callers be told where their calls were rerouted.
Companies would also be required to certify to the Federal Trade Commission annually that they were complying with the requirement, and face penalties if they did not certify.
Schumer's bill would also impose a $0.25 excise tax on any customer service call placed inside the United States which is transferred to an agent in a foreign location. The fee would be assessed on the company that transferred the call.
Customer service call centers have become increasingly popular with businesses in recent years to deal with questions ranging from billing to technical support.
But the practice brings frequent complaints from customers who say their issues are not resolved or that representatives are merely providing scripted responses.
Schumer said the most popular countries for outsourcing of U.S. call centers included India, Indonesia, Ireland, the Philippines and South Africa, places where workers generally receive lower wages and work longer hours than their U.S. counterparts.
(Reporting by Chris Michaud, editing by Vicki Allen)

Senator wants disclosure on outsourced calls - Yahoo! News


unsaon na lang ....

[boom_box]

paktay.... I hope the Republicans would oppose this... LOL

[Judgement]

Unsaon na lang ang nursing grads? *peace*

[LennosHills]

patay mga call center agents..

[phatphat]

pero kasagaran sa complaints is from india man....pirting taasa na pod ang comments ana nga link hehehe

[bj_324]

kuyaw diay ang call center mohinay ani kay ang caller kung makabalo nga gipasa iya call to a non-american i hang-up man daw nila hehe

[©harlie M©]

Looya sa mga call girlz ug call boyz aning balita-a.... dghan rba kaau nag salig aning field of work these days.

[boom_box]

for sure.. kung i retain man gali nila call center sa ilang nasud... murag sila raman sad mag antos kay patungan sila sa mga companya...
then mureklamo sila kay mahal ang patung sa mga "service fee" ug taxes.. haha

Outsourcing companies find ways to lessen a company's expenses..
saon..

wala man sila lage ning reklamo na halos electronic items sa Apple gikan man gani ug China..
pasalamat pa sila kay ma afford nila na.. nya what if kung sa America i manufacture tanan items kay proud sila na "Made in America"..
tan-awon ba nato maka afford pa sila ug palit sa ila kaugalingon produkto then kanya2x dayon reklamo sa kamahal.. LOL

some comments sa Yahoo..

Don't worry. The Republicans will block this as an unwarrated attack on the Free Market. I can hear their argument now: "There is a simple solution for consumers. If you don't want to talk to someone in India, don't buy a (fill in the brand)."

haha.. Sila ra japu ma unay..

[twitterah]

These are just the sort of jobs that the USA should retain. We have so much talent unemployed right here. Also, many older Americans who need to work past what were traditionally retirement years so "sit down" type jobs are well-suited for them.

And of course, no one likes a scripted response to a difficult technical issue.

Still one must be careful in making assumptions....

Once, after speaking with endless support people who were not anywhere near up to the task of addressing a tough Windows issue, I had grown quite frustrated.

On about the 5th call, I decided to first grill the gentleman who answered the call about his knowledge level before proceeding, asking tough Windows Registry questions, etc. He gave great, textbook responses and ended up solving the problem in short order.

While thanking him, I mentioned how it made all the difference in the world to speak with someone in the US who could communicate easily when dealing with a support issue at this level. The fellow mentioned then that he was in Manila afterward.

Fortunately, he couldn't see my red face as I amended my statement to "It makes all the difference in the world to speak with someone fluent in English *either* in America or The Philippines"

The moral, I suppose, is that if we utilize the reach of the WWW to get the folks best suited for customer service/support and let the chips fall where they may, we'll probably have mostly Americans best qualified for these jobs.

But not always as I found!


sa m.uwawan lng... tagam!

[twitterah]

These are just the sort of jobs that the USA should retain. We have so much talent unemployed right here. Also, many older Americans who need to work past what were traditionally retirement years so "sit down" type jobs are well-suited for them.

And of course, no one likes a scripted response to a difficult technical issue.

Still one must be careful in making assumptions....

Once, after speaking with endless support people who were not anywhere near up to the task of addressing a tough Windows issue, I had grown quite frustrated.

On about the 5th call, I decided to first grill the gentleman who answered the call about his knowledge level before proceeding, asking tough Windows Registry questions, etc. He gave great, textbook responses and ended up solving the problem in short order.

While thanking him, I mentioned how it made all the difference in the world to speak with someone in the US who could communicate easily when dealing with a support issue at this level. The fellow mentioned then that he was in Manila afterward.

Fortunately, he couldn't see my red face as I amended my statement to "It makes all the difference in the world to speak with someone fluent in English *either* in America or The Philippines"

The moral, I suppose, is that if we utilize the reach of the WWW to get the folks best suited for customer service/support and let the chips fall where they may, we'll probably have mostly Americans best qualified for these jobs.

But not always as I found!

hahahaha dah dah dah tagam!