It’s common knowledge that when you call a company about a product issue or question, it’s likely you’ll be aided by a foreign call center affiliate. So common in fact, that callers can even request to speak with an American representative.

Roughly 6,000 call center jobs have been relocated to foreign countries since the eighties. When employees in India are paid $2,4000 compared to their American counterparts that can earn $20,000 to $40,000 annually, it’s easy to understand why. The new call center would simply teach their new employees English and dub them with new, “American,” names.

But with technological advancements, the main purpose of customer calls has changed. It’s altered from basic account inquires, which can all be done online now, to more advanced issues that the customer could not troubleshoot via the web.

So, companies find themselves moving call centers back to the United States again, to ensure that more knowledgeable customer service is available. It has become more about quality service than cheaper wages. For America, it means more call center positions are appearing again in the job market.

Businesses have realized the American investment is worth the return home, and they won’t have to worry about customers requesting to be transferred to an American representative if they’re already here. Hopefully this trend will continue to encourage companies back into their home country for quality over quantity.

Via: ABC News