Hello there!  I'm Matt Chadwick at the business desk and to close off the week I'd like to talk about a developing trend that is starting to take hold.  It concerns the quickening return of call centers to North America and I along with many experts are only too glad to see this taking place.

I for one was very disappointed when so many large companies decided to move their call centers to places like India.  I have nothing against Indian workers but I thought it to be a very bad move because these workers never seemed to receive the appropriate training re how to deal with North American consumers.  Many of our clients complained bitterly about the fact that these call centers employed workers who never seemed able to answer questions quickly and efficiently.  The majority of these workers had difficulty understanding English, they never seemed to have adequate product knowledge, and most of all they had a very poor grasp of what they needed to know.  I personally had several encounters with call centers in India who were working on behalf of IBM.  So many times I would call IBM to either ascertain product info or to be put through to a colleague or a friend and 99% of the time these poor people never knew what I was talking about or when I asked for the number of a colleague or friend I had to end up spelling their first and last names, spelling their location, telling the calltaker which country the location was in etc.  For example, I would call asking for the number of Mark Shapiro in Austin Texas.  I had to spell Mark's first and last names, Austin, Texas, and I had to tell them where Austin was located and where Texas was located. 

It seems as if many large corporations are finally listening to our complaints and accordingly they have started to relocate their call centers to the United States and Canada.  Because of this, there are many new opportunities for persons to work from home as these companies are now employing those persons who are willing to work from their home.  As a result of this they don't have to erect large physical locations to house their call center employees for thanks to technology they are now able to provide connectivity from a person's home to their main switchboard.  In addition, they don't have to incur large overhead costs and they don't need to pay large salaries to their home based employees. 

So, what does this all mean to our North American economy?  Simple.  More jobs are being created for those persons who wish to work from home, persons such as housewives, stay at home moms, and special needs persons can now take advantage of these opportunities, but most important we can now look forward to receiving customer service from calltakers who will be able to better understand our inquiries and be of more help to us.

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I wish our Canadian friends a very happy Thanksgiving.

Contact us to learn more.