Passed in December 2011, the United States Call Center Worker and Consumer Protection Act states that all employers relocating a call center overseas are ineligible for federal grants and loans. Additionally, call center agents are required to disclose their physical location, providing the caller the option to be transferred to a domestic call center agent, if they choose.
As you can imagine, this act conflicted with those call centers interested in cutting costs associated with call center agent responsibilities. Then, the only cost-effective alternative to a domestic call center was to offshore. Now, fortunately, we have the ability to send call centers to the cloud. By acquiring a call center toll free number, one can have countless extensions anywhere in the world and forward to agents domestically or internationally, on-site or remotely. In fact, the traditional concept of a call “center” is quite outdated. With more and more call centers hiring agents remotely, the traditional idea of a confined building with all call center agents neatly squeezed inside is no longer a realistic one today.
Call centers often rely on BPOs (business process outsourcing) to carry out offshoring duties for them. As a third party agent, call center management is effortlessly fueled with all that is necessary for off-premise, international agents. Needless to say, a call center toll free number is still vital for functionality purposes of scattered call center employees. With a provided call center toll free number, extensions will be assigned to each agent.
A call center toll free number is essential in any scenario, whether you offshore or use a traditional, in-house call center.