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

Earthlink Unveils Hosted Contact Center Solution

With more and more call centers moving to the United States, finding ways for those call centers to stay ahead of the competition has become more important than ever. Call centers are also working twice as hard to find ways to make employees that much more productive so they can serve the company and its customers. Earthlink believes it has one such solution with the arrival of its new Hosted Contact Center. [ Read More ]
11/25/2014

Accenture Releases Survey on Digital Police Solutions

Accenture has released a new survey on digital police solutions and how police can better serve their citizens using technology. [ Read More ]
11/24/2014

Contact Center Solutions Week in Review: Interactive Intelligence, Aspect Software and Nice Systems

What an unusual week in the Contact Center Solutions Community. I never thought I would use the word "war" in an article for the community, but interestingly in different context I ended up using it not once but twice. [ Read More ]
11/22/2014

Aspect Software Declares War in Workforce Optimization Market

We may be closing in on the holiday season and a time of "good cheer," but reality is that competition in business is a 24/7/365 affair. And, depending on whether you are a competitor or possible customer, it looks like this holiday season thanks to a new initiative by customer experience solutions provider Aspect Software you are either looking at a possible lump of coal in you X-mas stocking or a valuable present. The reason is Aspect has dropped the gloves in the hotly contested Workforce Opt… [ Read More ]
11/21/2014
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!