Senator wants disclosure on outsourced calls <-- now this is scary. seriously.

[ground_crashed]

---

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)

source: yahoo news Senator wants disclosure on outsourced calls - Yahoo! News

--
ive got lots of friends in the bpo industry, and i have to say this is one serious problem. also, CHECK COMMENTS BELOW(click source link). makes it twice the trouble.

[bj_324]

naa say nag post ani sa Career Center.

https://www.istorya.net/forums/career...ml#post7369496

[raski]

It won't have any effect lol. They can charge call centers all they want but the fact of the matter is no American could stand this kind of job (call center) because many American customers are extremely rude, loud, arrogant and generally bad mannered when they deal with customer service staff. Pinoys are the only ones patient (and maybe masochist) enough to tolerate these kinds of jobs. This American Senator has apparently never heard himself talk on the phone when he has a customer service inquiry otherwise he would know the futility of keeping jobs that involve dealing with irate Americans like himself.

[eax]

It won't have any effect lol. They can charge call centers all they want but the fact of the matter is no American could stand this kind of job (call center) because many American customers are extremely rude, loud, arrogant and generally bad mannered when they deal with customer service staff. Pinoys are the only ones patient (and maybe masochist) enough to tolerate these kinds of jobs. This American Senator has apparently never heard himself talk on the phone when he has a customer service inquiry otherwise he would know the futility of keeping jobs that involve dealing with irate Americans like himself.

Sakto jud.

Same pud bitaw na sa nursing. Ngano daghan sila gi-hire na nurses kay sila mismo dili man ganahan mo-gunit ug mga hugaw, etc.

[jerx d great]

but kng ma pass ni nga bill, daghan nag restrictions..... like sa $0.25 cents nga excise tax.. weeew.. mag troubleshoot gne ang usa ka agent ug more than 2 hours sa usa cust.. pila kahay bayranan sa customer ani... kuyaw2x jud kng mopasar ni nga balaud......

tan.awn lng ni nato.. daghan sad jud mo oppose ani labi na ang mga American companies... tungod baya jud sa labor cost ilang rason nganong nag outsource cla.. daghan jud mosaka ang kilay ani.. hehehe

[devnull]

It won't have any effect lol. They can charge call centers all they want but the fact of the matter is no American could stand this kind of job (call center) because many American customers are extremely rude, loud, arrogant and generally bad mannered when they deal with customer service staff. Pinoys are the only ones patient (and maybe masochist) enough to tolerate these kinds of jobs. This American Senator has apparently never heard himself talk on the phone when he has a customer service inquiry otherwise he would know the futility of keeping jobs that involve dealing with irate Americans like himself.

so true. isn't this one of the reasons, aside from cheap labor of course, that these jobs went overseas in the first place? they can't get enough "natives' (i don't mean the american indians) to work on these jobs. they're too "good" for these type of jobs.

i scanned some of the comments on that link and pretty much everyone is lauding the senator's move but i did find this gem

Michael A 14 hours ago Report Abuse

Besides, those customers who whine about not speaking to an American just turn around and treat those Americans worse than dogs when they do get to speak to one.

hahaha. the reply to that comment even confirmed them to be true.

Stephen V 12 hours ago Report Abuse

You're very correct, but at least the language barrier will be removed. I work in a call center and when someone calls in that doesn't speak good English it makes for a challenging call. I can't imagine a whole call center of people speaking broken English trying to install a motherboard.

Carrie 3 hours ago Report Abuse

Michael, I can say that I have been guilty of doing just that. I have treated Americans worse than dogs when I have finally gotten to speak to one and do you know why? Because my patients is done at that point! After getting passed around from person to perso who can't speak English and finally getting my call escalated to the point that it is back to the US and a priority problem I'm so mad I'd probably yell at my Grandmother. So maybe, if the call started here in the US was handled by someone whose first language was English then I would be nicer to them.

@ts
when you say "scary", do you mean because we might lose these jobs here? probably not gonna happen. it's all about their bottomline. the companies that oursourced these jobs are saving a lot of money.

[peewee_toot]

smells like a rally is on its way...

[trax]

It won't have any effect lol. They can charge call centers all they want but the fact of the matter is no American could stand this kind of job (call center) because many American customers are extremely rude, loud, arrogant and generally bad mannered when they deal with customer service staff. Pinoys are the only ones patient (and maybe masochist) enough to tolerate these kinds of jobs. This American Senator has apparently never heard himself talk on the phone when he has a customer service inquiry otherwise he would know the futility of keeping jobs that involve dealing with irate Americans like himself.

very true.. cgi let them have the job tan awon nato ug mka agwanta ba cla sa work.

[peewee_toot]

^^wa ta kahibaw... basin naa d i mka survive.

[pepponeskie]

lisuda ug mahinayon, daghan nasad pinoy ang ma jobless...

pasuwaya ng senador nga mo trabaho ug call center aron makatilaw sad cya unsay feeling ug nganong wala amerkano nga ganahan ana nga trabaho...