Earlier this month, New York Senator Charles Schumer proposed radical legislation that would create cost incentives for companies to keep customer service jobs in the United States. His proposal charges companies a $0.25 excise tax (a big number!) on calls transferred to call centers outside of the country. As you’re probably aware, many American companies outsource their customer service representative (CSR) positions to foreign countries because of reduced labor costs, a practice that many feel reduces the quality of service provided and also takes jobs away from Americans.
In addition to penalizing companies who outsource this function of their business, the bill would also require companies to disclose (via an automated voice system, I’d imagine) which country a customer service representative is handling a call from. This requirement would lift some of the fog from the hazy call center landscape and provide online shoppers with unprecedented insight as to how companies handle their inquiries. Theoretically, U.S. shoppers who wish to support a national economy would be able to exclusively shop at those organizations that keep their call center jobs within the country. No matter which side of the fence you’re on, this is a powerful concept.
What do you think about this piece of legislation?
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