https://www.fierce-network.com/wireless/fcc-wants-crack-down-offshore-call-centers
2 replies (most recent on top)
If AI can do it they would implement it. Offshoring does not prevent the implementation of AI. Trust me, I have been in the call center business for 30 years. Sure it cost jobs, but the real problem is the amount of information these BPO companies have the offshore centers handle. They have access to everything and I mean everything. Fraud is rampant but not reported because the law is broken on foreign soil. Offshore sites are the ones who approve or deny healthcare coverage. Have access to your entire financial and health portfolio. The scam calls you get all originate offshore. Limit the amount of data that can be accessed and where it can accessed from. Fix the telephone number assignment and selling policy.
“Require providers to transfer calls to a call center based in the U.S. upon customer request.”
This will happen 100% of the time causing hold times to be 2+ hours.