Outsourced Call Center
After reading the article about whether to add additional tax on outsourced call services, at
this point, I have to say, given that there are a lot outsourcing and hiring foreign workers
cases happened in the United States, many companies tend to hire employees and set part
of their services oversea in order to to lower cost. The American public and government
officials are more and more attended to limit and reduce foreign manpower and resources,
thus to protect their own people so that more americans can be employed.
Call center outsourcing has gained a lot of attention recently, personally, I fully understand
and in favor of putting tax on outsourced calls, I think every country’s government should
protect their people’s national interests. However, if this decision is about a country, then it
should be carefully considered, because all decisions has their own advantages and
disadvantages.
First of all, I think in order to judge the correctness of the decision, we need to consider a
very essential factor: if outsourcing is beneficial or harmful to the country in general. Call
center outsourcing can be defined as obtaining an external service provider located outside
of the United States to operate and manage your call center and customer services, which
means that you may use a specific call center outboard and let them take the full response
about your customer calls. We should support his proposal if we find out the outsourced
call center ends up being harmful to the country according to analysis and researches, on
the other hand, we should against his proposal if it ends up being beneficial to the country.
His decision, in general, is calling for a tax on customer service calls being outsourced to
another country, and increase the welfare of the american worker, so that more companies
would reduce call center outsourcing and hire more local employees.
Now, let’s discuss some advantages about call canter outsourcing. First, given those
companies you used maybe located in multiple geographic locations, because of the
differences in time, your customer service call center can implement opening seven days a
week, 24 hours a day without any closed time. Let’s think about it, how disappointed will
your customer be if they called the customer service when there’s something wrong, and
they eventually get nothing but a heartless notice saying ‘we are currently not in service’, I
don’t know about others but it pisses me off every time something like this happened.
