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There IS a difference between a call center that merely logs and directs calls, and one which resolves all the problems and is empowered to do so. I work at one of the latter. There is always some hotshot in management who thinks that all technical jobs can be reduced to a computer program, a mere script readable by disposable idiots. When those managers gain power, jobs go off to the lowest bidder. Then when things don't go so well, other management hotshots come up with the revolutionary idea of having experienced Americans to handle the calls. It's a rather predictable cycle.

I don't mean to imply that Indian or Chinese call centers can't fill a more involved role, far from it. They are fast learners and are motivated to work hard and cheaply. We are going to have to keep up our end of the rope or we will be pulled into the mud. I think a relaxation of the restrictive laws and regulations on US labor would go a long way toward free trade, and also applying whatever standards we agree to on the foreign markets for US goods. I don't see the fair trade here. Maybe it's just me.

There is always some hotshot in management who thinks that all technical jobs can be reduced to a computer program, a mere script readable by disposable idiots. When those managers gain power, jobs go off to the lowest bidder.

The "manager has every right to expect that. If it is not the case then the IT department is not doing it's job. IT is basically an overhead activity whose only value added is reducing labor costs within the actual profit centers. If they can't do that then what the heck are they there for?

There IS a difference between a call center that merely logs and directs calls, and one which resolves all the problems and is empowered to do so.

Thank you for your input. I think it accurately describes some of what I've personally seen and also read about. Once upon a time, a company I worked for had a 'call center' on most of the first floor and operated around the clock - and we, the rest of the company (engineering, accouting, anagement, etc.), occupied the second. We were in a business which was very customer oriented - both for initially contracting with us and subsequently when things - billing, change in service plans/rate plans, service, etc. - were a basis for a call to our company ...