Reply to I can't believe banks and the like still use foreign call centers

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[quote=Anonymous]Call center industry person here. First, credit unions typically don't directly issue credit cards (they just brand them), so that's outsourced based on the card company's decision, not the credit union. If you call the credit union about a banking (not card) issue, that's a lot more likely to be handled in-house.

As for why companies outsource, well it's cost of course. There are card companies that do nearly all their customer support in the US, but you'll probalby pay a premium for that benefit. The AmEx Platinum, at $895/year, uses predominantly in-house support (the exception may be routine fraud holds, in my experience). Switch to that if you like.

Regarding accents, if you're having trouble understanidng, then that call center agent will not last long anyway as their metrics on average time per call will go up due to people asking them to repeat over and over. A lot of call center operations have moved from India to other countries, in particular the Philippines, and you'll have very few accent issues there.

As for people having access to your data, at every call center I've worked in, employees can't bring in their phones into the work area, and often aren't allowed to have a pen and paper either, to prevent writing down info and taking it with them. That's why occasionally you'll see them ask the same information again on the same call - they are on a different screen/system and don't have yoru previously-provided data since they can't write it down.

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