In early June, Senator Charles Schumer (D-NY) propose a fee, tariff and/or tax on every 800 number call place in the United States that is routed to a foreign country/off shored call center. Furthermore, his proposed law would require companies to alert the consumer that the call they have placed is being routed to another country and identify the country in which the call is being transferred.
“If we want to put a stop to the outsourcing of American jobs, then we need to provide incentives for American Companies to keep American jobs here,” Schumer was recently quoted in a recent AP article about the proposed transaction tax.
A lot of the buzz on this law is whether it is logical or not; how comprehensively it would be implemented; whether the intended effect of offshore call centers coming back onshore will actually occur or if the “fee” will just be passed on to consumers in the form of price increases. It seems opinion is divided across the political spectrum.
Regardless of one’s “red” or “blue” beliefs, this law may pass, or one similar down the road. Proactive planning needs to be considered with customers who offshore call/contact center/help desk business as to what action to take if/when a statute like this passes.
Clearly, there will be some increased level of staffing needed in the United States should this law pass; the labor arbitrage advantages and cost savings of off shoring will be diminished by the level of fee imposed and how companies have decided how to counter it. The effect may truly be the movement of offshore to onshore and recruitment and staffing efforts have to be prepare for that as quickly as a customer may want to flip that switch. Others have mentioned the use of a level 1 type contact center in the US, (live agent, internet chat or automation have all been mentioned) to resolve the call here first before they would move overseas to more skilled resources.
Dialogue is already happening within organizations that may be facing this call transaction fee. We have to make sure as a staffing provider and Managed Service Provider partner; we are part of those conversations and have solutions at the ready to what could be a fast changing landscape.
