| It's giving jobs to foreign people that don't really know how the United States operate or how American's operate. In a way for companies it's a good thing because they will stick with what they are told and taught rather then bending the rules as some american call centers will do. However in the same sense, it's building angry customers because sometimes there is a language gap and some people don't have the patience to try to understand a heavy accent. It's also cheaper for American companies to outsource because they only have to pay them a fraction of what they would pay employees in the US.
Now, it's taking a Toll on American jobs. There are plenty of people who I'm sure would work in a call center if given the opportunity but companies are so tight when it comes to American call centers. They are usually hard to get into now a days. The ones that get in never want to leave if they don't get promoted because it's usually a good company. Example: Dominion Power in Virginia, or Capital One or something like that. But American Customer service reps understand what a person is going through and if the option is there, American workers will usually stretch an extra hand or bend the rules or make a deal with the customer to help them along.
India employees don't unless given permission. Most escalated phone calls are sent to America call centers but it cost companies money usually for an escalated call. I used to work for Capital One in the escalated call center and it was always escalated from India. Angry customers about the language barrier and they didn't have any hearts and things of that matter. And it cost Capital one 20 cents everytime it escalated and believe me... I took over 100 calls a day. Imagine 100 calls per rep for 150 reps a day. That can add up to alot of money.
As a matter of fact it adds up to .20 cents x 100 calls =20.00 per rep a day. for 150 reps at 20.00 a day is 3000.00 a day.
3000.00 x 365 days a year is $1,095,000. a year.
Hope that helps. I had to do a question like this for college.
Good Luck.  |