There comes a time in the life cycle of many businesses when the question must be answered: continue handling customer service calls in-house or used an outsourced call center? While its certainly no easy decision to make, taking stock of resource allocation and examining strategic direction are benchmarks that can help.

According to FierceVoIP, United Airlines was forced to make a key customer-service decision in 2002. A major restructuring forced the company to consider outsourcing its call center to slash operating costs. United chose a hybrid model, linking both in-house and outsourced call centers. The final result: 75 percent of centers were outsourced, with three major centers remaining in-house. The question that drove these changes: where is the work done best?

Is Outsourcing Your Call Center the Right Call?

Early-stage businesses may very well have the people-power to handle infrequent calls from clients and customers. In-house help desk professionals typically know the ins and outs of the business well enough to provide front-line call center assistance, eliminating the need to train new employees. But what if sales begin to skyrocket? What if company execs find themselves fielding calls instead of directing daily business operations?

When a business demands product service support, IT or help desk support, or telephone/Internet sales support, and these requirements are viewed as a distraction from primary development, the situation might warrant an outsourced call center. The Financial Post also explains that each seat in an in-house call center can be very expensive–think telephone equipment, computer terminals, and call tracking software.

Call Centers by the Numbers

Theres little doubt that call centers are earning a well-deserved second look by businesses and organizations on a global scale. The prospect of simplifying operations and refocusing resources seems just too good to pass up. The numbers reflect new attitudes. A report by Milwaukee-based asset management firm Robert W. Baird andamp; Co. sheds some light on the growth of call centers in terms of percentages and dollars spent:

-20 percent of the $300 billion spent worldwide on contact centers in 2006 went to outsourcers.
-Projected growth is expected to reach a $60 billion-a-year market to $104 billion in five years.
-Expansion is expected to hit 26 percent of a $400 billion market by 2011.
-For retail and consumer services, spending will grow by 14 percent a year from 2006 through 2011.

Making Maximum ROI From a Call Center

The essence of a call center is its return on investment (ROI). The ability to improve sales and retain customers must be greater than the expense of hiring professionals to man those phones.

Internet Retailer offers three key benchmarks for making the most out of this investment:

-Monitor. Examine such statistics as time per call, resolved versus unresolved issues, and other performance-based metrics, making tweaks along the way
-Measure. Create achievable goals in every aspect of call management that will serve as guidelines for success (make CRM data a part of the equation)
-Motivate. Instill pride in operators and supplement their skills with a rich training program to ensure proper handling of a wide range of issues.

Businesses that see seasonal spikes in business, such as retail, can turn to an outsourced call center for a pick-me-up during those busy times. Dealing with that ebb and flow is just one more way outsourcing some or all of its call center functions can make sense for a busy firm.

Sources
CIO
FierceVoIP
Financial Times
Internet Retailer (PDF)

To view the original article on Vendorseek, click HERE

Social media-based customer care is offering many non-traditional support scenarios, like crowd-sourcing / peer support and web-based self-help. These service models definitely help reduce the workload of a regular call center but cannot fully replace it. There would always be a need for someone with the tools, resources and authority to perform more sophisticated and sensitive support tasks – fix billing errors, authorize RMAs, merge accounts, issue refunds, etc.

Since your existing call center already has dozens, hundreds or maybe even thousands of such people, adding social media to your existing range of support channels is an obvious choice. Actually, most call centers have already walked this path before – when adding email and web-chat channels. But do not let that fool you into the ‘been there, done that’ attitude – social media is a very unique channel. A few wrong steps can do an irreparable damage to your brand.

Social media needs a different type of agent

Some requirements for call center agents assigned to social media-based interactions are quite obvious – candidate profiling should focus on their writing skills, as long as social media communication remains largely text based over the next couple of years. But some requirements are unique to this new media. Interacting through social media may require an ability to shift channels (e.g. from Twitter to forums on the company website to YouTube to an independent user community) within the course of one interaction. Picking the right tool for the right message requires a lot more discretion from the agent. The same happens when referring customers to the information sources outside of your brand’s domain. The skills to do that are somewhat hard to cultivate within your existing agent population and may often require younger agents from the online generation who really ‘get’ the spirit of social media.

Social media is about person-to-person interaction

Buttoned-up responses, canned answers and an overall dry communication style do not play well with the nature and spirit of social media. If you are used to dinging your agents’ QM scores in the ‘call control’ section for a little small talk, building a rapport in social media-based interactions may involve some extra chit-chat on sports, pets or hobbies. Cultivating this spirit instead of banning it may take either a long re-training or a totally fresh agent pool. Yet, I am not advocating completely unrestricted communication flow, as it brings us to the next point:

Social media may create bigger legal liabilities

In a traditional call center, most interactions are one-on-one, while a larger portion of what your agents say on social media is either fully public or is archived on third-party resources. There are no clear-cut guidelines here, except maybe one – make sure your legal team is on board with what you do, but still do not let them run the game for you.

KPIs are different

If you are used to running you call center by the numbers, you should normally be even more comfortable with the web-based customer interactions. With the right tools in place, you can achieve 100% logging of all communication sessions – something that is still a dream for many voice-based call centers. Yet, with all the raw data in place, turning it into meaningful management KPIs is a bigger challenge. You could still start adapting the main KPI groups: Quantity, Quality, Customer Feedback and Call Outcome and Call Economics, but making a direct match would not be possible.

The key challenge here is correctly determining the base unit – unlike a single phone call, interactions in social media may lack a clearly defined end. It would be fairly normal to see a customer responding to an agent a few hours later, or maybe a few days. Yet, it is still part of the same thread.

It is also normal to see multiple media shifts within the same interaction. Start on Twitter or Facebook, continue on company forums, do a direct VoIP call or Skype chat, refer to an instructional video on YouTube – all of these communication ‘bursts’ are still parts of the same communication. Measuring, say, AHT here would be a total nightmare.

Customers are different

Social media now is no longer just for the internet kids. With the older generations now more and more engaged, one would think that the customers connecting to your call center via social media would be the same as the ones who used to call your 800 number. Yet, these are the customers of the new breed: they have an active online life, they built their own small communities, they are focused on relationships and they want these relationships to be two-way and long-lasting. So it is your chance to make your brand a part of these relationships that no longer end when putting down the phone.

Check out the original article over at ICMI by Vadim Anikanov.

If you own or manage a small business, you know that everyone in your organization has to wear many hats. There is only so much budget to go around, so if your receptionist is also the head of Human Resources, your company is like many other small businesses.

The problem with this set up is that you have people who were hired because they are excellent at one thing do something that may not be so great with on the side. You may have hired Joe for his great graphic design skills, but his time probably isn’t being put to the best use when you make him take hours to work on social media. This set up may seem like it is saving you money buy keeping your staff small, but it isn’t cost effective.

Having experts do what they do best can make your small business more productive and profitable. You don’t have to double or triple your staff to make sure that your team is playing up their strengths and specialties. You can outsource, and if you want to make more money, look more professional, and get more done, the following are things that your small business needs to outsource.

Call Center

If you get two calls a day or two million, outsourcing your incoming calls to a call center is probably a good idea. Not only will it give your customers the impression that you are a big deal business, but it lets you stay competitive with the bigger companies.

Customers expect 24-7 customer service in the internet age, and with a call center, there will always be someone there to answer the phone and provide information for your callers. Even during the work day, the call center can screen calls and direct them appropriately so that you and your team can focus on what you do best.

Marketing

Small businesses do their darnedest to market themselves. Many managers spend time reading up on marketing, taking time away from other tasks only to roll out a lopsided or not completely developed marketing push. These efforts could lead to a small boost, but they certainly don’t get optimum results.

There are plenty of marketing firms and other professionals that you can outsource to. These professionals understand what they are doing, and they know what works. They probably can’t promise results, but their efforts will almost always create more impact and will look better on the balance sheet in the long run.

Web Design and Site Building

Every small business needs a web site. Customers expect to find one, and if they don’t, they may assume that your firm is not legitimate or that it is out of business.
Many take building and designing their site into their own hands, using premade templates and tutorials on HTML they found online. Even if the site looks good for something you made, it almost definitely looks amateurish in the eyes of your customers, regardless of what your employees say.

A website created by a pro will almost always be done in a fraction of the time an amateur would take to create something of marginal quality. You can outsource all aspects of building and maintaining the site. If you don’t have information that will change often, this may be a one-time expense. If you have information that changes daily, the person you hire can teach you or a member of your support staff how to quickly, effectively update the pages.

Copywriting

Your business should look as professional as possible at all times, and that means that all of your literature should be perfect and polished. Unless your staff is full of folks with English degrees, documents that your employees produce probably are rife with grammatical and spelling errors. These mistakes won’t stick out for you and your staff, but they may as well be written in flashing neon letters for your customers; these booboos will be all they see.

Quality copywriters come in a wide variety of prices, skill level and experience, so you likely can find someone who is in your budget and knows your industry. He or she can make professional documents from scratch, or you can retain them to edit and perfect the slightly flawed text that your employees put out.

Unless your company specializes in one of the aforementioned fields, your small business needs to outsource these roles. For your business to look as professional and big time as possible, things like phone support, marketing, web design, and writing need to be done right. Major faux pas in these areas have caused customers to pick competitors, and the misguided efforts in these areas undermine your bottom line.

Depending on your business and the size of your organization, there are other things you may want to look into outsourcing. Everything from Human Resources to Email may be better handled by an outsourced worker if you want maximum profits and productivity.

Check out the original article HERE.

According to Congressman Bishop’s website the “U.S. Call Center and Consumer Protection Act” bill is “co-sponsored by Reps. Dave McKinley (R, WVA-1), Mike Michaud (D, ME-1), Mike Grimm (R, NY-13) and Gene Green (D, TX-29),[and] would require the U.S. Department of Labor to track firms that move call center jobs overseas; the firms would then be ineligible for any direct or indirect federal loans or loan guarantees for five years. The provision is partially a response to the practice of companies taking millions in incentives from local taxpayers to open call centers in the U.S., only to off-shore their operations a short time later and leave local communities devastated and still paying the bill.”

Bishop’s bill also requires overseas call center employees to disclose their location to US consumers and gives customers the right to be transferred to a US-based call center upon request. The legislation has the full support of the 700,000-member Communications Workers of America.

According to Bishop, call center jobs make up three percent of the U.S. job force and Bishop and others in Congress are striving to increase that number. Earlier this month President Obama held a summit with American business leaders and called on American companies to invest in America by “insourcing” American jobs and combat sending jobs offshore.

In the coming weeks the President will be developing new ways to encourage and reward American companies to increase their investments in the United States by creating and keeping jobs in the United States.

Congressman Bishop’s letter to the President is below:


January 11, 2012

The Honorable Barack H. Obama
President of the United States
1600 Pennsylvania Avenue, NW
Washington, DC 20500

Dear Mr. President,

I applaud you for convening the “Insourcing American Jobs Forum” at the White House this morning. I respectfully request that you consider a bipartisan proposal I have introduced in the U.S. House of Representatives to protect U.S.-based business agents engaged in customer service communications and call center employees from being outsourced to locations overseas among any proposals supported, developed or advanced as a result of today’s forum.

As you know, call centers are a major engine in our nation’s economy. In fact, U.S-based call centers account for approximately three percent of jobs in the American workforce. It is evident that your Administration supports policies that not only advocate preserving call center jobs within our borders but also expand the number of jobs and the breadth of industries that employ call center employees. I also commend you for promoting policies that will make our overall economy grow faster and expand job creation as your Administration’s priority objectives.
However, despite our best efforts to protect call center employees, approximately 500,000 call center jobs have been lost over the past four years according to data provided by the American Teleservices Association and 2010 data from the U.S. Bureau of Labor Statistics. These job losses are a direct consequence of corporate practices and incentives that encourage continued off-shoring and outsourcing. This trend has not only restricted employment opportunities but it has also placed consumers’ personal information at risk to security breaches.
In response, I have worked with my colleagues on both sides of the aisle in the House and with employee advocacy organizations including the Communications Workers of America to identify new incentives and expand accountability and transparency in the call center industry. Our proposal would not eliminate the practice of off-shoring, which remains the right of any U.S. employer to pursue, but give them a choice to keep their call center jobs in the U.S. or become ineligible for any direct and indirect federal loans or grants for five years if they relocate such jobs overseas. Additionally, our proposal would require that a list of companies that off-shore their call center work to be catalogued by the Department of Labor and made available to the public. Furthermore, it would require foreign-based call center employees to disclose their location to U.S. consumers and transfer that call to a U.S.-based call center if requested by the caller.

Local governments throughout our nation have committed millions of taxpayer dollars to fund incentives for companies to locate call centers in their communities in the past decade. However, there remain several examples of businesses using these taxpayer funds and off-shoring the call centers jobs just a few years later, leaving local taxpayers to pay the bill. Therefore, I hope your Administration will seriously consider the remedy my colleagues and I are confident will reduce the incidence of outsourcing by creating new incentives to insource call center jobs and provide a measure of stability and longevity to a sector of America’s workforce that needs our help as our economy continues to recover.

I wish your Administration success with the insourcing initiative and encourage you to consider the proposal I have explained above as this effort advances. Thank you, in advance, for attention and consideration of this important request.

Sincerely,
Tim Bishop
Member of Congress

To read more on this call center outsourcing bill, you can visit:
http://www.timbishop.house.gov/latest-news/bishop-urges-white-house-action-on-call-center-insourcing/
http://www.whitehouse.gov/the-press-office/2012/01/11/president-obama-issues-call-action-invest-america-white-house-insourcing

Developing a Data Breach Plan

In November, FBI investigators executed Operation Ghost Click, one of the largest spam botnet takedowns in history. The operation effectively eliminated one of the largest spam sources in the world, and its corresponding malware, which had infected millions of computers worldwide. This came on the heels of several other prominent botnet removals, making 2011 the first year that spam volume actually dropped significantly.

To marketers, this might seem to be an indication that they can relax a little in their fight against phishing scams; but that couldn’t be further from the truth said Dennis Dayman, chief privacy and security officer at marketing automation provider Eloqua Corp. “Just because this stuff is taken down doesn’t mean the Internet is safe,” Dayman said. “The people who want to make money the easy way will always find a way in.” Increasingly, that way in is right through the proverbial front door in the form of email that results in a data breach.

Data breaches occur for a number of reasons. One common pathway is via malware: An individual opens an email that contains an executable program. The worst part, Dayman said, is that spammers and phishers have gotten smarter. They’re no longer necessarily looking to gain financial information from the person who opens their email. Instead, they are looking for a treasure trove of personally identifiable information (PII) from their customers or partners.

“Phishers aren’t going after credit card numbers anymore. Data systems are the new gold. With personally identifiable information, a phisher has unlimited ways to trick someone,” he said.

Message Systems’ CMO Dave Lewis agreed: “They’re attacking one company to gain access to others,” he said. “As soon as someone opens that email, they steal the access credentials to the customer database and access credentials to the company’s [email service provider]. Now the ESP thinks it’s their client wanting to send out email, but it’s the phisher and [he or she] is sending out more malware to enterprises using authenticated domains and IP addresses to do it.”

That means marketers must protect their email databases as well as giving customers the tools to figure out if an email that looks like it’s coming from your company is legitimate. One of the first steps, Dayman said, is to classify email addresses as PII. Once you do that, he said, employees are more likely to treat the data with reverence and care. It’s also important to store email addresses separately from other PII. If then there is a breach, criminals have less ammunition with which to attack your customers.

Companies should also develop and disseminate a data breach plan so that, if something does happen, they can communicate with customers and employees as quickly as possible. Dayman said the plan’s main goal should be to lay out who is in charge of what should a breach occur. It should also put a time limit on how long an employee can and should wait if there’s a breach. “If someone sees something, they have to respond to it and notify upper management and the security team in one hour or less. We’d like to see it as immediate as possible,” he said.

In addition, employees should know that they will not face repercussions for being phished since, as Dayman said, “everyone makes mistakes.” Finally, the plan should include details about external communications—how and when you will contact customers and suppliers who may have had their data stolen as well as a PR response plan.

Developing a Data Breach Plan, Part 2

Last month, experts provided advice on how to initiate an effective data breach plan. This month, Dave Lewis, CMO of Message Systems, offers further guidance on how to establish an effective company plan.

Unfortunately, the effects of a data breach often extend beyond a single company. Email service providers, ISPs, and database and marketing automation companies are often guilty by association, undermining the overall trust of the email marketing community, Lewis said. “There has to be a preservation of trust in the ecosystem. This underlines the importance of keeping personally identifiable information safe, including email addresses,” he said.

Lewis advised marketers to follow these four steps to reduce their chances of experiencing a data breach.

Pinpoint ownership of the data. It’s easy for marketers to assume the IT or security department should be in charge of protecting customer data; but, Lewis said, that’s a mistake. “This is absolutely a CMO issue,” he said. Everyone in marketing—from the CMO down to the marketing assistants—should understand how the data they control is an appealing target for spammers and phishers. In addition, they should understand the marketing department’s role in its protection.

Identify who touches your data. One of the ways to reduce the chances of data loss is to reduce the number of people who have access to and interact with the data. “You want to close down as many unauthorized [access] points as possible,” Lewis said. Your best bet is storing data in a way so it can’t be copied or downloaded onto a memory stick or laptop, he said. (The IT department can help set this up.) You also want to make sure only a handful of people has the company’s login information for any ESPs or marketing automation services and that those passwords and logins are changed when someone leaves the company for whatever reason. Finally, you should ask your third-party service provider: How are you protecting my data?

Classify email addresses as personally identifiable information. People will be more careful with data if they understand the potential problems and issues a loss or theft from an email database can cause. “People think “email addresses aren’t PII, so we don’t need to give [them] that much security,’ ” Lewis said. Changing the data’s designation will move it under the auspices of the company’s overall data security plan, which will also provide an understanding of what can potentially happen if email addresses are lost.

Evaluate your internal technology with the help of IT or security. Every piece of in- and outbound mail should be scanned and evaluated to make sure it doesn’t contain obvious or suspicious links or phishing. “There are two parts to each of those tech solutions: prevention and mitigation. You can’t stop everything, but you must be able to spot it when your system is breeched,” Lewis said.

Many organizations have found that outsourcing improves business processes, reduces costs and dramatically improves customer relationships and customer churn; but call center outsourcing can also change operational costs into profit. By providing companies with highly trained sales experts, call center outsourcing companies can give their clients unique advantages.

An article published on TelecomEngine.com by Santanu Nandi further elaborates on the idea:

Key Points:
Telecom service providers and other leading organizations are increasingly turning to call center outsourcing companies to leverage their expertise on improving the quality of customer service retention and reducing costs. Using well-established methodologies such as Six Sigma, call center outsourcers can implement incremental changes in processes that improve the customer experience while also cutting out waste.

For instance, one outsourcer created templates that advisors can fill in to make after call notes – rather than expecting them to type notes from scratch. This has helped reduced average handling time (AHT) by over two minutes in some cases – creating estimated efficiency savings for a telecom service provider client of over $1 million per year as well as reducing wait times for the customer.

If call center outsourcing companies are able to reduce the number of simple calls, then contact center staffs are free to deal with more detailed calls that need expert support and advice. In recent years, the increase in device complexity has created a need for more technical support and contact center agents who are trained to answer a wide array of customer inquiries.

Telecom companies are realizing that call center outsourcing companies can provide added value in the area of turning ‘cost centers’ like customer service into ‘profit centers’ by selling customers new products. This obviously has to be done with subtlety and care. No one wants to feel that they are on the receiving end of a hard sell from their mobile provider when they had simply called up to check their balance or add a data bolt-on before a trip abroad. Using their deep-rooted experience in what has succeeded and what has failed, outsourcing companies can advise companies and import customer service lessons from areas like banking and insurance.

For over 30 years The Connection has offered high quality, U.S. based call center services. We have helped many leading telecom companies reduce costs and increase efficiencies. For more information on The Connection, visit our site at www.the-connection.com or contact us at 800-883-5777 or marketing@the-connection.com.

You can read the original article HERE

The Wall Street Journal recently published their annual “CEO Council” edition, where industry experts and members of the WSJ CEO Council addressed many of the challenges facing our country and world, including the global economy, international relations, energy resources, and of course, healthcare. Among the healthcare topics discussed, the top-two recommendations for improving our healthcare system were 1) prevention and awareness of chronic diseases; and 2) the advancement and importance of healthcare technology.

This article, among many others, got me thinking about what 2012 holds for our industry. Throughout this past year familiar themes rang clear, giving us insights to what will play vital roles for healthcare in our future. Below are my top ten for 2012:

1.) Technology Will Lead the Way: No doubt that technology will pave a way for a better overall healthcare system, providing a more efficient and effective experience between consumers, healthcare providers, insurers, and healthcare and wellness businesses. The primary concern, of course, will be the sharing and exchange of data for cost-cutting and efficiency purposes. But technology will also propel consumers to have more engaged and interactive experiences with not only their doctors/providers but healthcare brands and advertisers. Look for mobile, digital and cloud-based technologies to rise. (Note: Technology plays a role in every trend listed below.)

2.) Awareness & Prevention Will Have a Renewed Focus: A renewed focused on awareness and prevention will be a priority in 2012, as chronic diseases account for many of our healthcare issues and costs. Businesses and organizations from employers to insurers to retailers will institute health and wellness programs to encourage better health and prevention. It’s a tried and true formula, but awareness and prevention are probably the best frontline defense against poor health and cutting unnecessary costs across the board.

3.) The Empowered Consumer Continues to Rise: The ‘do-it-yourself’ and ‘self-service’ trend among consumers will continue in 2012. And technology plays a large role here. Research shows that 80% of U.S. Internet users claim to have used the web to search for health-related information and answers. And that is just search. Many platforms from interactive healthcare kiosks to social media to personalized health sites are allowing consumers to empower themselves. As consumers increasingly turn to self-service technologies and channels, the entire healthcare industry has a tremendous opportunity to reach, engage and interactive with today’s empowered consumer. And that will yield some powerful results from consumers to doctors to advertisers.

4.) Retail Plays an Increased Role: From pharmacies to in-store clinics and healthcare kiosks, retail establishments from Walgreens to Walmart to Publix will play vital roles to connect with consumers for better healthcare access, awareness and treatments. Consumers are still frequenting brick-n-mortar stores; connecting with them while they are there offers great opportunities for healthcare providers, advertisers and the retail locations.

5.) Digital, Social & Mobile a Priority: In another nod to technology, but one worth its own section, digital, social and mobile technologies will play a major role in 2012 and beyond. Increasingly, consumers, healthcare providers, and health and wellness businesses are turning to digital and social communities to connect, learn and engage. And with the projected rise of mobile growth, specifically smart phones, look for mobile to become a rising and preferred communication device. There is great opportunity for healthcare professionals, retailers and advertisers to develop innovative strategies to reach and engage with consumers when they are on the go. This opens tremendous opportunities for the entire health ecosystem.

6.) Open Data Access Continues: The days of “closed” data in healthcare are quickly dwindling. The open access of healthcare data (of course respecting privacy) will be more prevalent. Take, for example, Electronic Health Records (EHRs). Although still in its infancy, and a monumental task to replace the current system, it will become a standard process that will greatly improve the coordination of consumer’s healthcare data, reduce errors and lower costs. The days of mailing, faxing and passing along a paper trail of data will become digital.

7.) The Line Between Healthcare Insurers & Providers Continues to Blur: The merger and partnership of insurers and hospital operators crosses a traditional healthcare divide. But look for this trend to continue as the industry restructures and overhauls healthcare operations to cut costs and make way for better efficiencies.

8.) Increased Government Involvement & Focus: The Obama Administration-backed healthcare reform bill, passed last year, has been under tight scrutiny since it appeared. And it heads to the Supreme Court in March 2012 to determine if it is “constitutional.” Right in the middle of the heated election season. Look for government organizations and politicans to make healthcare a chief focal point for the political season and beyond. The government will definitely play a role in our future healthcare. Only time—and the nine-member court—will tell to what extent and level.

9.) Cost Transparency: Another byproduct of today’s broken, over-budget healthcare system, coupled with today’s empowered and engaged consumer, is that healthcare costs will be more transparent. No more cloak of confusion and secrecy over charges and why. You’ll see a more simplified and transparent cost and services breakdown, across the entire healthcare system.

10.) 2012 Will Be a Major Breakthrough Year for Healthcare: Call me optimistic, but for all the reasons listed above, albeit # 8 is a wildcard, we’ll look back on 2012 as the year we made incredible strides towards a healthier, more economical and efficient American healthcare system. We won’t solve all the problems in a mere year, but 2012 will be a watershed moment for the betterment of our healthcare system, especially if we all continue to push it forward.

Please visit our Healthcare Services Page to learn more about out outsourced healthcare call center services!

As a part of the legislation, customer service representatives working offshore would have to reveal their location to the caller. If the caller is not satisfied with an offshore representative, the company would have to offer to transfer the call to a call center located in the United States. This would imply that every company with call center locations outside of the United States would also have a location in the United States.

This bill would improve customer service and bring more call center jobs back to American soil.

The Connection is proud to provide call center outsourcing that is entirely based in the United States and hopes this proposed legislation is the start of bringing a lot more call centers back to the U.S.

To read more on the outsourcing bill, check out this link.