Lauren Carlson of the Software Advice has written an interesting post about alternatives to offshore call centers, which in the economy we’re facing now could be important considerations for companies. Lauren also addresses the U.S. Call Center and Consumer Protection Act (H.R. 3596), which would refuse federal grant and loan programs to companies who outsource their call centers overseas.
This notion of outsourcing customer service calls has brought up many debates about effectiveness and “not taking care of our own”. Are you doing a disservice to customers by routing calls to a center where there may be a communication breakdown? Is it right to help others overseas instead of addressing the thousands - if not millions - of people who are unemployed here in the United States?
To be honest, for me it doesn’t really matter either way. If you want to outsource your customer service overseas and it makes sense financially, then go ahead - as long as it doesn’t compromise the quality of care. That’s all that matters.
What do you think about this bill that denies federal money to companies that outsource to offshore call centers?