Good day everyone!  I'm Jeff Marquis at the business desk and as we wind down our week I'd like to touch on a very touchy subject if you may.

It as been extremely evident that during the past few years many of our larger companies and corporations have deliberately chosen to move their call center operations out of the United States and to the other side of the world in such countries as India and China.  Especially so to India.  This trend has and continues to bring lots of headaches to the American economy, devastating hardships to those who seek part-time employment, those who are looking to earn some extra income, those who find it more convenient to work either from home or at night, but it has brought extreme and undue hardships to special needs persons who find it easier and more barrier free when it comes to these types of jobs. 

The main excuse that most of these companies have continued to offer is that they are moving their call center operations to India in order to be more cost affective but I say to them that by doing this they have affectively barred the way for Americans to find employment in areas that can help many to earn a decent living.  Although these types of jobs are not very high paying, yet they present a source of income to those who are unable to gain employment in the more lucrative and high paying fields.  What this type of trend has done is to on one hand help corporations to reduce their overhead costs, but on the other it has done nothing but to take away practically millions of jobs from Americans.

Many experts are saying that this trend seems to be slowing and in some cases there seems to be a reversed trend taking place whereby some of the larger companies are starting to relocate their call centers back in the United States.

Not sure what is causing this but I'd like to think that it may be a bit of this and a bit of that.  Pressure from Uncle Sam you think?  Quite possible.  A tidal wave of customer complaints against call takers who don't seem to understand our English language enough to render prompt and efficient assistance on a timely basis?  A definite maybe.  Americans finally saying that enough is enough!  We want our jobs back and we want them back now?  Very likely.

The one thing that most corporations try to avoid is bad customer relations and the experts are saying that millions of Americans continue to complain on a daily basis when it comes to these call takers in India not being able to render the necessary help and I don't really blame my fellow Americans.  If these companies are hell bent on keeping their call centers in India then they should spend the time and money to train their staff to be able to speak proper English and Spanish, they should be properly trained in customer service, they should be given a very in debt training on the products and services they offer, and above all they should be given some very basic Geography lessons.  Not too long ago I phoned an IBM info number looking for a contact number for my friend.  When the call taker in India asked me where my friend was located I told him Austin Texas.  I had to spell Austin and Texas and even after this the call taker asked me where Texas was.  This after spending over 10 minutes on the phone waiting for my requested info and at the end of it all I never got my friend's number.

India along with China are fast becoming countries with very emerging economies and I believe that in the not too distant future our American companies may just find themselves having to deal with employees who will be demanding much higher wages than they presently make.

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