6% Fewer Call Centers By 2008UK shares US fate in losing support jobs ( old news - 06:44PM Thursday Aug 26 2004) tags: business · worldAccording to a new study released today ( CNET), the number of American call centers will decline 6 percent by 2008, from 50,600 to 47,500. The CNET article links the decline to the passage of the Do Not Call Registry, but doesn't support the connection. The report notes the United States isn't alone, the UK is seeing a similar migration to Eastern European countries like the Czech Republic, Hungary, Romania and North Africa.
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SLD
Premium
join:2002-04-17 | Yay! I won! | |
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pwn2009
Powdered Toast Man
Premium
join:2004-03-20
ComeByChance | Re: Yay! Come to Canada | |
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join:2002-01-02 | Re: Yay! Soon  | |
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N3OGH
Bear patrol must be working like a charm
Premium
join:2003-11-11
Philly burbs
 ·Verizon FIOS
 ·Verizon Online DSL
| It's all Bush's fault!!! /Sarcasm ON
It's all Bush's fault!!
NO IT ISN'T!!!
YES IT IS!!!
No IT ISN'T
I SAY IT IS!!!!!!
I say it's all
Dick Cheney & HALLIBURTON BALLIBURTON HALLIBURTON
OH YEAH?!?!, Well, Kerry lies about Vietnam.
Their, I did it all for you, so now we can ALL stay on topic!!!! | |
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sbdjaro
I Dunno
Premium
join:2004-01-29
Grand Junction, CO | Re: It's all Bush's fault!!! Thank you! | |
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tmccann11
Who, Me?
Premium
join:2001-06-10
Bayonne, NJ
clubs:
| Re: It's all Bush's fault!!! I personally think it's pretty sad. I know alot of people, including myself, that got their starts in the tech field through a support job. With the oh so famous catch 22, "You need experience to get a job, but need a job to get experience.", it's mostly support jobs that give entry level experience. I guess it's just one of the downsides of capitalist societies.
Tom | |
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Derek_Wildstar
Why the fck is Shane walking in there?
join:2001-02-24
Iscandar
| Re: It's all Bush's fault!!! said by tmccann11  :
I personally think it's pretty sad. I know alot of people, including myself, that got their starts in the tech field through a support job. With the oh so famous catch 22, "You need experience to get a job, but need a job to get experience.", it's mostly support jobs that give entry level experience. I guess it's just one of the downsides of capitalist societies.
The numbers quoted reflect the downturn in outbound call centers, not inbound. There will always be a need for inbound customer support. Unfortunately, many of those are also being outsourced to India.
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I use conjecture and hearsay. Those are kinds of evidence. - Lionel Hutz
All hail the Hypnotoad! | |
| | thiswebs4u
join:2004-08-07
Aurora, CO | I would say Kerry has a better record protecting America. | |
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N3OGH
Bear patrol must be working like a charm
Premium
join:2003-11-11
Philly burbs | Re: It's all Bush's fault!!! OH my goodness, I hope you're just getting into the facetiousness of it all.
It's SARCASM. | |
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TheToro
Premium
join:2003-06-05
London, UK
1 edit | i dont get it do these countries speak a good English? I think Rep Czech and Hungry can speak German aswell. | |
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ShootToThril
Tell The Truth
Premium
join:2004-06-07
Sherman Oaks, CA
clubs:
 ·RoadRunner Cable
2 edits | Take alook at this....Makes sense I stumbled onto this jingle and can't stop singing it. Check out the link below:
and hit the play button
"This Land", A short film with with our favorite political candidates
»www.jibjab.com/default.asp | |
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Doom3Fan
@unl.edu | Re: Take alook at this....Makes sense Hi and welcome to about 2 months ago. That is old news. | |
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jsmarkbrown
Premium
join:2002-12-16
Baltimore, MD
| Same old story It's just more outsourcing. First, they say they are doing away with the jobs. Then, all of the sudden they are opening call centers in India. This is how they perpetrate their lies. I wish there was a politician who had the balls (or lack of personal greed) to do something about this. | |
| | joebear29
join:2003-07-20
Alabaster, AL | Re: Same old story I don't.
If a company can improve earnings doing it overseas, bully for them. They are not in business to provide jobs, they are in business to provide a product to the consumer and income for the investor. | |
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jsmarkbrown
Premium
join:2002-12-16
Baltimore, MD
1 edit | Re: Same old story What country is the largest consumer of goods and services? Well, that's a no-brainer...It's the good old US of A. So who's gonna pick up the slack when all these jobs go elsewhere? Prices for new technologies are high; outsourcing has not changed that. Not to mention that we are all on our own when help is needed with products we purchase, unless we want to speak to someone reading a script and giving support from a database you could access yourself on the product's website. As for not being in the business of providing jobs, sure they are. They get tax breaks and government loans for providing jobs. The worst part of the whole thing is you have to get information on the economy and job growth from the people who stand to gain the most by pawning the future of the American economy to other countries. | |
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gwion
wild colonial boy
Premium,ExMod 2001-08
join:2000-12-28
Pittsburgh, PA
| Caveat to business: Here's a comment regarding outsourcing corporate contact... note I didn't say "support," I said "corporate contact - t5here's a real reason. In the Verizon forum, I feel the pulse of grass roots users, and get a chance to read between the lines in posts regarding issues I rarely personally encounter (as a mostly-totally-satisfied customer who hasn't had to call in, very much, himself)... and that's that the voice on the other end of the phone will always be seen by the customer as a reflection on the company. Period. This militates against the wisdom of outsourcing generally, not just outsourcing overseas. Any time a company relinquishes control over their phone bank, they relinquish direct content and operator-behavior control. And when an operator insults a customer, when one promises anything the company can't deliver, or just when one acts in a less than friendly, polished, articulate, informed fashion, the sustomer concludes, rightly or wrongly, that this person "represents" the company to them.
The user with a less than satisfactory experience with tech support, orders, or whatever's been outsourced assumes that the techs are drawn from the same pool... management is equally inarticulate... the reason info wasn't presented clearly or acurately has to do with poor administration IN THE CONTRACTING COMPANY. Nobody blames the contractor! That's basic, first year marketing. Every contact is a marketing opportunity, and a chance to shoot your collective corporate self in the foot.
Yes, a better bottom line appeals to stockholders. But stockholders don't generate revenue, and so much of a loss in revenue equals no earnings... which equals shareholders bailing out like rats from a sinking ship. There's a difference between frugal and "cheap." And it's virtually axiomatic that you get what you pay for... after a certain point, you see a clear cause-effect relationship between lowered costs and lowered quality.
I frequently see phone bank employees cited (usually entirely erroneously, but generally entirely understandably) as "reliable, insider" sources. I see them bawled out for incompetence, usually in the same sentence I see the company bawled out for poor performance, too. I think we all share that experience, if we're reading threads dealing with any aspect of any company's telephone presence. I also see glowing thank yous directed at phone bank employees... guess what? They're usually in the same sentence as high praise for the provider... small surprise.
Tech support... ALL telephone bank operations... are the point of first - and often only - contact most consumers have with their providers. Outsourcing them presents risks, over and above the risks associated with poor employee performance in an inhouse operation... at least the provider has a direct and absolute control over their own. Best they can usually do with an outside contractor is fire the contractor. But by the time the board room's aware of the situation, the damage to corporate image has been done. It simply isn't true, to assume "customers understand they're farmed out employees." I know of people personally who've terminated relationships with businesses (in the general sense) over one or two poor impressions made by a telephone rep. To the customer, they might be in Sweden, but they're you... not your agent, not your rep... in the eyes of the customer, the contact IS you.
So, all said, this isn't JUST a bottom line issue, and it isn't just a labor issue, or a cost cutting issue; it's a corporate image issue, at the most fundamental level. One existing customer is worth four potential customers. In all of the ways that observation can be read into...
--
Semper Eadem
... it's rise up, Jock, and sing your song
For the summer is short and the winter long
Let's all join hands, and join a chain
Till the leaves of springtime bloom again... | |
| | public
join:2002-01-19
Santa Clara, CA
·DSL EXTREME
| Re: Caveat to business: You are completely missing the point. A company like Verizon has no customers. It has captive supplicants with no other place to go. Verizon has monopoly on local service. It can abuse subscribes like a grand communist era state enterprise, and with no place to go subscribers just have to take it. Period! | |
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Pirate515
Premium
join:2001-01-22
Brooklyn, NY
| Re: Caveat to business: said by public :
You are completely missing the point. A company like Verizon has no customers. It has captive supplicants with no other place to go. Verizon has monopoly on local service. It can abuse subscribes like a grand communist era state enterprise, and with no place to go subscribers just have to take it. Period!
I don't. I have local service from MCI, and yes, I live in Verizon service area.
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Ask me no questions, and I'll tell you no lies...
DOWN WITH NAZISM, FASCISM AND COMMUNISM!!! BOYCOTT RIAA!!! | |
| | | | public
join:2002-01-19
Santa Clara, CA | Re: Caveat to business: You are one of the few exceptions. Can you get DSL on your MCI local service? | |
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Pirate515
Premium
join:2001-01-22
Brooklyn, NY
| Re: Caveat to business: said by public :
You are one of the few exceptions. Can you get DSL on your MCI local service?
The only DSL I can get is from MCI, which is bundled to their local and long-distance package. To get DSL from Verizon or a CLEC, I'll have to switch back to Verizon for local service. I'm not in a hurry to do this, as cable rocks here.
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Ask me no questions, and I'll tell you no lies...
DOWN WITH NAZISM, FASCISM AND COMMUNISM!!! BOYCOTT RIAA!!! | |
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antiphishing
Phishing Scam Terminator
Premium
join:2004-06-09
Wilkes Barre, PA
| Fewer Call Centers By 2008 A lot of those jobs are going to Bangalore India where the people will work for lower wages. The United States continues to export jobs oversees which is a trend that needs to stop.
Dslreports.com Forum No-Spin zone starts here.
»www.antihotmail.com
spammers_are_scumbags@antihotmail.com | |
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