Industry experts say the increasingly common and automated customer service options like chat bots and support websites are designed to make getting help more efficient. But these new tools, though they are improving, aren’t eliminating phone queues for a variety of reasons.
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Proposed legislation to protect American jobs won’t likely affect Canadian call centres, according to officials from one Prince George centre.
The head of Canada’s call centre association was sounding the alarm bells last week after a controversial bill was introduced into the U.S. Congress this month.
The legislation is designed to stop the outsourcing of jobs from the U.S. to other countries.
If passed, it could result in “massive layoffs,” Linda Osip, executive director of the Canadian Call Management Association told the CBC.
Under the proposed legislation, a call centre operator would be forced to ask callers if they would prefer to have their call transferred to an American centre. If the caller says yes, the centre would be forced to reroute the call to the States.