US Anti-Outsourcing Bill: A Challenge?

picture source: http://www.businesspundit.com/obamas-tax-breaks-and-outsourcing/

January 7, 2012 - EBusiness BPO's Leadership workshop. Our facilitator, mentioned that the looming problem for BPO or Call Center companies is the "US Anti-Outsourcing Bill". I am not a lawyer. However, my simple critical mind tells me that this future law aims to bring back outsourced services to the United States. Thus, we loose our jobs!

Communication Workers of America has 700,000 members. On its ranks are 150,000 customer service representatives. These are the people who were greatly affected when outsourcing became a global economic trend. A decision made by corporate executives to lower down labor cost. It affected many people on both ends of the world. A lot of lives were changed including mine.

Philippines - a country torn by major political divide. The effects of such atmosphere is felt on the country's up and down economic struggles. One day we were Asia's Economic Tiger. And then suddenly, we slumped down and was part of the elite list of third world countries. We became a country that made a mark during the 70's and later as a nation with many OFW's. This economic downpour stopped when the BPO Industry came in. 

350,000 people are employed. Lives changed as mentioned. The industry offered hope amounting to $11 Billion dollars as of 2011. A big amount enough to stabilize a country like the Philippines. It made lives better not only for the employee but for others in general. I think it is safe to say that it was a life saver though I am not an economist. 

I have been with the industry for five years. I have gained some degree of experience when it comes to how lives are lived here. Now that this Bill looms over our bright horizon - I am perplexed. A Filipino call center agent would instantly loose if the debate starts. 350,000 people would not matter to politicians buying out votes for the 2012 US Elections. We would be like an old version of the television - ON MUTE! Here something to consider. Unlike American Labor Law, Filipinos do not receive unemployment benifits. If we loose our job, then we loose it for good and we do not receive anything from the government. We are left with nothing. Creators of the Bill would justify further that they will not transfer it. But then, they would discourage it. This basically works the same way with the prior argument. 

I once had a customer. She had an internet connection problem. Her name was Sandra. She called her internet service provider's toll free line. I received the call. This was how our conversation went.

"Thank you for choosing..."

Customer cuts off..

"Oh, thank you a Filipino!

"uh, okay. What seems to be the problem?"

"There is a problem. And I actually want to talk to a Filipino agent."

"Oh! May I know the reason why, mam?"

"Because you guys are patient compared to Americans."

I wish I can let you listen to the recording. But I can't because I can no longer pull it out. I cannot reveal the company's name also. But our client was one of the biggest Telecommunication Company in the United States. These kind of calls give us the reason to move forward and be inspired to serve our American customers better. If the debacle is about customer satisfaction based on service delivery and completion - Filipinos can compete. But the kind of competition wherein the field is leveled and fair. A competition wherein we are not looked down or is not about outsourcing. But if the whole thing is done through "their" public opinion then it is settled. 

The Anti-Outsourcing Bill poses as a challenge.I want to see it in a different way. It is for me a chance for the creators to look at the issue on the worlwide stage. I know as representatives they have to take care of their constituents. I understand that they have to be mindful of their welfare. However, consider this thought. Who would you choose? An employee who can deliver Customer Satisfaction but requires high payment. Or an employee who is a College Graduate, CAN deliver an excellent Customer Satisfaction, CAN easily adapt to the nature of the businesss and does not require high cost payment. I think it's logical to choose the second one. 

info sources:


http://www.firstpost.com/politics/anti-outsourcing-us-bill-targets-indian-call-centres-161456.html


http://getrealphilippines.com/blog/2011/12/us-anti-outsourcing-bill-why-filipinos-should-be-worried/