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Should Contact Centers Be Forced To Reveal Where They are Located? - Verint Monet - ContactCenterWorld.com Blog

Should Contact Centers Be Forced To Reveal Where They are Located?

It happens almost every year: A bill is introduced in Congress to address contact center outsourcing. 

The 2018 version comes from Ohio Senator Sherrod Brown, who has proposed legislation requiring contact center employees in India and other foreign locales to reveal their location during each call, and offer customers the option of being transferred to an agent within the United States. If that offer isn’t made, customers can request it. 

If you polled the average consumer about this, they’d probably be delighted. There’s nothing quite so frustrating as calling a company to request information about one of their products, question a billing charge or place an order. After waiting (and waiting, and waiting) on hold for a customer service representative, your call is finally answered by a distant-sounding voice with an indistinguishable accent. 


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But companies that outsource argue that it’s an economic necessity. No one argues that the service is better when it comes from the other side of an ocean; but by doing so agents can be hired for a fraction of the salary they would make at home. 

Senator Brown’s bill would also create a public list of companies that outsource call center jobs, and give preference in federal contracts to companies that haven't shipped these jobs overseas.

The good news for companies that outsource is that such legislation has not passed when previously proposed. But, there’s always a first time. 

Do you believe contact centers should be forced to reveal their location? 

Share your thoughts on our Facebook page 

 

Source: http://www.monetsoftware.com/blog/Quality-Management/post/should-contact-centers-be-forced-to-reveal-where-they-are-located

Publish Date: March 28, 2018 5:00 AM


2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

5.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

6.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 



View more from Verint Monet

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