Foreign call centers are frustrating. Foreign customer service representatives don’t usually speak the same language as you, may have trouble understanding you, communicating with you, and resolving the issue you called about. That brings us to a recent claim that’s been floating around online.
Rumor has it that foreign call centers must transfer you to an American representative if you request it–like a “secret password” for getting better customer service, if you will.
Have you seen a message like this on Facebook or in your inbox? Here’s one of the most recent versions of the message:
That’s all fine and well, but is it true that foreign call centers must transfer you to an American representative upon request? Is that even possible? We did some research to find out.
True or False?
Snopes.com is the ultimate authority when it comes to internet hoaxes. We turned to them to find out if this claim is true or false.
Not surprisingly, the claim that foreign call centers must transfer callers to American representatives if asked turned out to be FALSE.
Unfortunately, American companies aren’t legally required to transfer American callers to a customer service representative from their own country. Because foreign call centers have historically been cheaper than domestic call centers for large companies, many corporations opted for overseas customer service to save a little money. Big mistake!
That money-motivated decision ended up coming back to bite most of those companies when customer satisfaction dropped to abysmal levels, call times rose (efficiency dropped), and complaints skyrocketed.
Legally requiring that foreign call centers must transfer you
In fact, so many people stand against foreign call centers handling American companies’ customer service that legislation intended to stop the transfer of jobs from the U.S. to overseas call centers has been gaining ground.
In 2009, the Call Center Consumer’s Right to Know Act (HR 3621) was introduced to Congress. The bill would require call center employees to disclose their physical location. After being referred to a House subcommittee, no further action has been taken.
In 2010, legislation that would require call centers to inform callers when they were being transferred to representatives in a foreign country was described by Senator Charles Schumer of New York. It was never introduced to Congress, unfortunately.
So – no, there is currently no legislation stating that foreign call centers must transfer American callers to representatives from their own country. In most cases, requesting an American representative is futile if you’re already on the line with a foreign representative.
Conclusion: The claim is FALSE.
If you’re a business owner who is sick of foreign call centers and bad customer service, check out our call answering pricing plans for small businesses. All our representatives are native English speakers in North America. Your callers will never have to ask to be transferred to an American representative when you use Conversational.