Contact Center Solutions Featured Article

CWA Releases New Video Illustrating Call Centers' Workers Support of 'Onshoring'

September 28, 2012

The Communications Workers of America, the largest communications and media labor union in the U.S. representing about 550,000 members in both the private and public sectors, has not made it a secret that one of its top priorities is to reduce the number of American call center jobs shipped offshore by American companies.

Last month, the CWA (News - Alert) released a video that it said offers an essential reminder that the offshoring of U.S. jobs is all-too-real and personal for hundreds of thousands of American workers. Entitled “Why Wouldn’t You,” the CWA’s video featured call center workers from across the country sharing their stories about the impact of losing their jobs and its effect on their lives and families.

The CWA has released a new video, this time touting the benefits of “on-shoring,” or using U.S.-based agents in a variety of business models to offer superior customer service. The video features the personal stories of workers whose call center and customer service jobs have been in-sourced back to the U.S. from overseas locations.

“The important take-away from this new in-sourcing video is that we can do something about the shipping of call center jobs overseas,” said Ron Collins, CWA chief of staff. “Bringing jobs back to our shores strengthens American communities, prioritizes American workers, and can bolster companies’ bottom lines.”

Proponents of “onshoring” or “reshoring,” as it sometimes called in the case of jobs returned to the U.S., believe that companies can provide their customers with better customer care at prices similar to what they are finding in foreign locations. Today’s cloud-based contact center solutions allow for more flexibility in domestic contact centers, enabling models like home-based agents, which are cheaper for a company to hire than premise-based agents.

The CWA also strongly supports legislation sponsored in the House by Reps. Tim Bishop (D-NY) and Dave McKinley (R-WVA), and in the Senate by Senators Robert Casey (D-PA) and Sherrod Brown (D-OH), that would make companies that off-shore call center jobs ineligible for taxpayer-funded grants and loans, as well as offer U.S. consumers the opportunity to be connected to a U.S. based center.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Austin 2012, taking place Oct. 2-5, in Austin, TX.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Rachel Ramsey

Article comments powered by Disqus

Related Contact Center Solutions Articles

Lowe's Opens New Customer Support Center

Lowe's, a home improvement company serving approximately 15 million customers in the United States, in collaboration with the State of Indiana and the City of Indianapolis is ready to open a Customer Support Center in Indianapolis. This new Customer Support Center will create up to 1,000 new jobs by 2016. [ Read More ]
07/24/2014

Contact Centers in Africa-Engaging Citizens and Engine for Economic Development

The recognition of the value of modern contact centers is a global phenomenon in terms of enabling governments to better engage and serve their citizens and as a driver of economic growth. This has been exemplified over the years by the enormous impact of the contact center business in places like the Philippines and India, and is of growing importance in Eastern Europe and the Middle East. And, now it can and should be Africa's turn according to Christopher Bell, Interactive Intelligence's Chan… [ Read More ]
07/24/2014

Interactive Intelligence INTERACTIONS 2014 Draws 2,200-Plus Attendees from 42 Countries

It is always a sign of company health, and typically an indicator of overall market vitality as well, when an annual gathering of customers, partners and leading industry subject matter experts by a recognized industry continues to expand. A case in point is customer experience solutions provider Interactive Intelligence's recently concluded INTERACTIONS 2014. [ Read More ]
07/24/2014

Aviva Augments Operations with New Vodafone Contract

When a vendor has been supplying a company for 17 years, that's no small feat, particularly in these days of rapid change and economic turmoil. But the association between Vodafone and Aviva has been going on that long itself, and is set to continue as Aviva, the global insurance firm, brings back Vodafone to set up a new array of communications services to keep the company on the leading edge of contact capability. [ Read More ]
07/24/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!