A PROPOSAL FOR BANK OF AMERICA TO BRING THEIR CALL CENTER BACK TO THE UNITED STATES

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A PROPOSAL FOR BANK OF AMERICA TO BRING

THEIR CALL CENTER BACK TO THE UNITED STATES

Prepared By:

Ethan Kristensen

Prepared For:

Dr. Linda S. Young

WRI 227, Technical Report Writing

December 5, 2014

3201 Campus Dr.

Klamath Falls, OR. 97601

December 5, 2014

Professor Linda S. Young PhD.

Department of Communications

Oregon Institute of Technology

3201 Campus Dr.

Klamath Falls, OR. 97601

Dear Andrea B. Smith:

I am submitting the following report entitled “A Proposal For Bank of America to Bring Their

Call Center Back to The United States” as a final report in my Writing 227 class, Technical

Report Writing. I believe this report meets the requirements for the course. I am confident that

the content gives a clear view to the subject.

This report is a proposal to Bank of America in regards to their call center outsourced in the

Philippines. The report briefly shows the problems with outsourcing to foreign countries. A

proposal follows some explanation of the assets needed to run a call center. This report also give

a quick overview of the cost incurred to start a new call center. This report offers a clear look at

the best way Bank of America can bring their call center back to the United States.

I would like to acknowledge the assistance of the Oregon Institute of Technology librarians for

helping me find sources on this topic. I would also like to acknowledge my mom and wife for

reading through my report over these past couple weeks to help me finalize the report.

Sincerely,

Ethan Kristensen

WRI 227, Fall 2014

CONTENTS

Page

Illustrations……………………………………………………………………………………….iv

Abstract……………………………………………………………………………………………v

Introduction……………………………………………………………………………………….vi

Issues with Outsourcing to Foreign Countries…………………………………………………1

Communication and Language Barriers…………………………………………………..1

Security……………………………………………………………………………………3

Lack of Technical Knowledge…………………………………………………………….3

Hidden Costs………………………………………………………………………………4

Assets That Bank of America Will Need to Purchase for a New Call Center………………..5

Building……………………………………………………………………………………5

Vacated Call Center……………………………………………………………….5

Convert a Former Retail Building…………………………………………………6

Build to Suit Building………………………………………………………………8

Hardware…………………………………………………………………………………10

Computers………………………………………………………………………..11

Network…………………………………………………………………………..11

Computer Software………………………………………………………………………11

Automatic Call Distributor (ACD)………………………………………………11

Interaction Voice Response (IVR)……………………………………………….11

Computer Telephony Integration (CTI)………………………………………….12

Employees………………………………………………………………………………..12

Managers…………………………………………………………………………12

Agents……………………………………………………………………………12

Customer Service Specialists…………………………………………………….13

Sales Representatives………………………….…………………………………..13

Proposal…………………………………………………………………………………14

Building………………………………………………………………………….14

Platform and Software………………………………………………………….14

Employees………………………………………………………………………15

Time……………………………………………………………………………..15

Cost………………………………………………………………………………………………16

Building………………………………………………………………………………….16

Furniture…………………………………………………………………………………16

Software and Platform……………………………………………………………………16

Employees………………………………………………………………………………..17

Summary of Recommendations………………………………………………………………..18

References……………………………………………………………………………………….19

ILLUSTRATIONS

Figures

1. Cost Per Square Foot by Major City…………………………………………………9

Tables

I. Number of potential agents that placed into each proficiency level………………….2

II. Mean English Proficiency Scores After Training……………………………………2

III. Vacated Call Center………………………………………………………………….6

IV. Companies Closing Retail Stores Over The Next Two Years……………………….7

V. Converting a Former Retail Business…………………………………………………8

VI. Build to Suit Call Center……………………………………………………………..10

ABSTRACT

Bank of America is one of the largest banks in the country. As many of the banks in The

United States have been doing for years, Bank of America decided in 2012 to start outsourcing

its call centers for customer service and other banking issues. Bank of America saw this as good

move because most companies were doing it, and the practice seemed to save money. Although

saving money is an effective business decision, other factors influence this decision.

Bringing the call center back to the United States would solve many issues with customer

service. Bank of America outsources their call center to the Philippines where many companies

have their call centers now. The factors that need to be addressed to bring the call center to the

United States are where the center will go, what type of building will need to be purchased, what

software will be used, and of course the cost. Vacated call centers are scattered all over the

United States from companies moving to foreign countries. The low cost to set up a vacated call

seems like the best solution. Cloud servers could also save money by not requiring in house

servers. Software such as Automatic Call Distribution, Customer Relationship Management, and

Interaction Voice Response will power the call center. Time is a factor and converting a vacated

call center to Bank of America’s needs has the lowest time period. Customer happiness will make

the move pay off, and could lead to more long-term customers.

INTRODUCTION

Subject

Bank of America has call centers outsourced to the Philippines just like many other banks

and companies. Some business are starting to see that outsourcing to foreign countries is hurting

their customer service, which is leading to lost customers. Bank of America could save their

reputation as being America’s bank by bringing their call center back to the United States.

Purpose

This report is a proposal for Bank of America to bring their call center back to The United