Friday, December 23, 2011

Impact of US Call Center Worker and Consumer Protection Bill on Indian call centre

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The bill, currently before the US Congress, is aimed at preventing the outsourcing of all center jobs. The bill, tabled in the House of Representatives in the first week of December, seeks to impose penalties of $10,000 a day on companies which fail to inform the US Department of Labor 120 days in advance of outsourcing call centre jobs. 

The bill does the following:
  • Requires the U.S. Department of Labor to catalogue firms moving call center jobs overseas, thus making them ineligible for any direct or indirect federal loans or loan guarantees for five years.
  • Requires the list of companies that off-shore call center work to be made available to the public.
  • Requires notification to Secretary of Labor 120 days in advance of a proposed move off-shore.
  • Requires call center employees to disclose their location to U.S. consumers
  • Requires that call centers transfer consumers to a call center in the U.S. upon request.
This bill will not have any impact on outbound calls which is purely into sales. The impact will be more on inbound call centers. 
Under the protectionist legislation, not only would customer service representatives working overseas for US corporations have to disclose their locations upon request, they would also have to offer callers the option of being transferred to call centres back in America, the 'Huffington Post' reported.