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My job just went offshore
I workED as a trainer for a Call Center (high attrition at call centers keep trainers employed). Last August, I was asked if I would go to Manila (in the Philipines) and train college graduates over there to do the same thing as our workers (Mostly GED graduates) here. (we pay $7/hr to start, Manila pays $2/hr to start) I had a moral/ethical dilema regarding training others to take jobs away from Americans, but you do what the boss tells you to do. I was told "no way will you lose your job - We'll get another client in here and still need top quality training..."
I was not allowed to discuss any on this with my co-workers (knowing some of them, with families, would be out of a job) because the company was afraid they'd loose the staff BEFORE the company wanted the staff to reduce.
Anyway, I go to Manila, do a good job of training the staff there and guess what happened???? I'm layed-off - as there is no need for a trainer. The company has been trying to get a new Client in this location since Sept '05 and has lots of empty seats (not good for profit-margin in a call center), but no success yet.
I understand the economics of $2/hr versus $7/hr labor market, but think that the offsahore call centers would be best suited taking Asian calls (China is biggest market) and let American customers speak/deal with American representatives.
The Philipinos have a great work ethic (they WANT to work - as opposed to many Americans. I constantly hear "Ya mean I've to be here on time - every DAY???" ), but most Philipinos have NO CLUE as to how American businesses are run - especially the support for financing/Lending/Leasing (whast we did). They do not like to tell American's "No"... They will tell our customers "Yes, I understand" - and have no comprehension of what is being asked (even after being trained). They also have a knack for not following through... They will tell our customers "Yes, I will do this.." and never do twhat was just discussed... When out poor American customer calls back next month, the agent says "there is no record of that conversation...
Thanks for letting me vent...
49T&C
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My job just went offshore
I fully understand companies wanting to make a profit. My beef was putting American workers on the unemployment line and put the money they would hav paid our workers into another country. I fully understand the economics of a $2.00 per hour labor base. My point was to apply that labor base towards the asian market and let American customers be services by American reprentitives.
As this client was one of the "big 3" computer companies, (and ALL computer companies use offshore call centers for support)your business will be routed to one of these offshore locations (Manila, Bangalore, etc.). Most of the callers end up frustrated with the communication barrier (yes, they speak english, but the comprehension is different) or the to the customer's problems are not fully resolved - causing the customer to call back again (hence driving up the support costs for the computer company). The goal is "first call resolution" - meaning the customer's problem is resolved onthe first call. If it isn't, the computer company has to pay the representative to take the customers call again (and again...)
I have no problem with companies making profits via cheap labor - there is a HUGE pool of money waiting for them in the shape of China (where they wouldn't know the difference between poor customer service and world-class customer service). I'm just mad about American's losing their jobs (not just mine) to a foreign country.
49 T&C
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