Call centers may have to be located in America

Recent reports said that a Democratic senator plans to forge legislation on American companies’ call center service. To be more detailed, he wants customers to be informed when their calls are transferred to overseas call centers. The proposal has received a lot of supports from American natives.

Jason Adam told reporters about his awful experience with overseas call center. The fan for NFL team Dallas Cowboys once bought a Michael Irvin jersey from an online shop, but did not get the right size. He tried to call the customer service to exchange for a right-sized jersey, but the operators from the call center spoke English with so heavy accent that Adam did not believe they could understand what his request was. The language barrier caused him to give up the plan of getting the problem solved and swear not to buy from the shop any more.

There are many other customers complaining that representatives are merely providing scripted responses when they do not understand what customers are asking about. They hope the senator to push the legislation into effect as soon as possible. However, merchants prefer to use overseas call centers because people there receiver much lower wages and are willing to work longer hours than American native employees, so companies may oppose the proposal.