Update on GoAmerica Outsourcing to the Philippines
By Josh Mendelsohn on Sat 23 Feb 2008 |
Email This Post
Several days ago, I blogged about my concerns with GoAmerica outsourcing a chunk of its text relay services to the Philippines. Afterwards, I had a very pleasant and eye-opening videophone conversation with Gerald “Jerry” Nelson, Director of Regulatory and Strategic Affairs for GoAmerica / HOVRS. That, in addition, to some of the counterpoint comments to my recent blog post, has given me a better perspective on this issue — and I hope that this blog post will help inform many others as well.
During my conversation with Jerry, I told him that I’d been using IP-Relay’s text services for years — via the Internet, via instant messaging, and via its “My IP Relay Number” personal phone number. I told him I’d tried out numerous other text-based relay services, and had always come back to IP-Relay because of its consistency and high quality services. And knowing that GoAmerica now owned IP-Relay, I asked him what GoAmerica would do to assure quality services for IP-Relay’s text-based services.
Jerry then dropped a bombshell on me: a good chunk of IP-Relay’s text services had already been routed through the same call center in the Philippines for the past three years! Back when MCI was operating IP-Relay, it opened a call center in the Philippines. This move was not widely publicized because MCI wanted to minimize the same concerns I shared in my recent blog post. I had just told Jerry that I was happy with IP-Relay’s high quality services, and it turns out some of that was indeed through the Philippines call center!
Let me start at the beginning — or more than fifteen years ago when national relay services first began. The various telecommunication companies recognized that accents and regional dialects could cause communication problems. It was quite jarring for hearing customers in, say, California to hear a relay operator using a mid-western accent. Likewise for New Yorkers hearing Southern accents. And regional dialects meant that different operators might use different words to mean the same thing. These telecommunication companies hired people to work with relay operators to smooth out their accents and regional dialects, and complaints about accents and dialects decreased. Nowadays, relatively few complaints are received about accents, especially compared to the volume of calls being made.
When MCI decided to open a call center for text relay services in the Philippines, they considered several advantages: the Philippines had a modern culture much like that of the United States, and English is spoken there almost as commonly as the native language (and in fact is not considered a “second language” there). And, of course, cost savings had to be considered — opening this call center would help MCI remain competitive and keep revenues high. When the Philippines call center opened, they conducted the same trainings as conducted at US-based call centers to smooth out any accents or dialects the operators may have. And deaf callers like me (and perhaps hearing callers as well) had no idea that some of their calls were being routed though relay operators living in the Philippines for the past three years!
A month ago, GoAmerica installed a tool to cut back on international calls, a vast majority of which was being used as part of fraud schemes upon unwary businesses and people. This tool had much success in preventing these fraudulent calls, but a side effect was a much less call volume being experienced at its call center. Numerous relay agents now sat idle. And so, a business decision was made to downsize (but not eliminate) the call centers. As Jerry said, this had a negative financial impact on GoAmerica, but preventing fraud calls in the best interest of relay users was the right thing to do.
A side note: text relay calls being made as part of State relay contracts continue to be routed through the Memphis and California call centers and not through the Philippines. And all Video Relay Services are still being provided entirely within the United States. In addition, according to Jerry, GoAmerica’s acquisitions and merger has made it the nation’s largest provider of text relay services and the second largest VRS provider (behind Sorenson).
I don’t know about you, but I definitely feel better about GoAmerica’s plans. And yes, I definitely plan on continuing to use IP-Relay’s text relay services.
© Copyrighted material. This article cannot be copied, reproduced or redistributed without the express written consent of the author. As with every blog on this website, this blog does not reflect the opinion of DeafDC.com.
21 Comments
Sorry, the comment form is closed at this time.
I read your updated blog posting. I truly appreciate your effort to inform us, DeafDC readers.
I did not see the previous comment posting left by the “Anti-Outsource” on your recent blog posting on same topic - “Go America, ….” I somewhat agreed with this commentator very much about creating the permanent underclass in America by outsourcing our customer-funded incentives to another country.
We seems thinning out ourselves by outsourcing the white collar jobs and factories to save $$. Don’t we learn anything from the Great Britian’s merchantilism practices of sapping the once economically-powerful Spain and Portgual in the 1600s to turn herself into very powerful country.
The United States of nowaday let legal and illegal immigrants send out the chunks of their paychecks to their families, instead of helping out our economy. Our country keep let other countries to take advanage of our generosity and economic incentives.
How come many Americans have a real hard time with their bill payings while our American companies take our phone customer-funded incentives to another country to employ foreigners.
Yes, I know about the FCC’s budget slashings of VRS/Relay service rates lately. That is still no excuse for the GoAmerica to outsource the American jobs with our phone customer-funded incentives!
Why our government under George W.Bush keep letting the standard of living go dropping steadily every year?
From now on, I will avoid using the IP-Relay which I used to use it on frequent basis. My friend recommend me to use the At&T relay service few years ago because of their quick responses to the incoming calls.
I am no “xenophobia” myself.
Robert L. Mason (RLM
RLMDEAF blog
RLM. Robert. You are very narrow-minded and totally ignorant about a real business world. Without observing or self-analysis about the facts. You keep talking and talking against global / international business trade opportunity. It’s useless. It’s too far advance issue, it’s difficult for you to understand. Because you are not oriented with business matters and you are powerless deaf cult. You only can understand deaf things! limited. FCC approved this way - outsourcing. Don’t you know the reason why and how did USA succeed its business??? Because they have a lot of international business trades - using foreign talents. I’m sorry if it is offensive to you. But in fact, the way you wrote a comment, it is really SILLY and MISLEAD thing. It makes hearing people or everyone to think that we are narrow-minded. Oh yes, because we are deaf, low-standard class people, without any knowledge about the facts. Got it? One day, you will learn or maybe never. Sorry! you are out of this world. ;-)
I am staying with My IP Relay Number because I love the service.
Sorenson has VRS centers in foreign countries (at least 4 in Canada) so other VRS providers may follow! Or don’t you consider Canada to be foreign and so it ain’t outsourcing?
Have GoAmerica double-checked and vetted all the relay operators in the Philippines to ensure that no confidential information (credit cards, medical billings, etc.) relayed between the deaf callers and other parties is collected for identity theft and fraud operations? The Philippines is reputed to have a thriving black market with identity theft and fraud operations with any information “procured” from call centers located in the country and in the Asian countries. Any information is considered a valuable commodity for identity and information theft.
RLM. Robert. You are very narrow-minded and totally ignorant about a real business world. Without observing or self-analysis about the facts. You keep talking and talking against global / international business trade opportunity. It’s useless. It’s too far advance issue, it’s difficult for you to understand. Because you are not oriented with business matters and you are powerless deaf cult. You only can understand deaf things! limited. FCC approved this way - outsourcing. Don’t you know the reason why and how did USA succeed its business??? Because they have a lot of international business trades - using foreign talents. I’m sorry if it is offensive to you. But in fact, the way you wrote a comment, it is really SILLY and MISLEAD thing. It makes hearing people or everyone to think that we are narrow-minded. Oh yes, because we are deaf, low-standard class people, without any knowledge about the facts. Got it? One day, you will learn or maybe never. Sorry! you are out of this world. ;-)
Yes, I agreed with Dan and others. Except RLM. He seems RACIST! with low-class minded.
Excuse me, William, but where is that in RLM’s comment “seems” racist to you? I know RLM as a friend (though, sometimes, I disagreed with some of his POVs before) and he doesn’t have a racist agenda or anything, just he’s well-informed and knowledgeable about some subjects that you may not have learn or understand from his perspective or POV.
It is interesting to note that you capitalized “racist” as if you’re trying to scream out of hyperbolic ignorance against someone you don’t know well. Jumping the gun, huh?
Hey Rob! What should we call “the person” who is against the concepts about foreigners talents and international business trades? It’s part of racist attitude. Simple! It’s difficult for you to understand this issue. You need to travel outside USA and to learn the difference, and the real world. Especially to the third world (modernized). You jumped over tanks!
;-)
William…
It calls a person having different opinions AND criticism against multinational companies taking good-paying jobs out of the USA, move them to 3rd world countries to avoid paying taxes and strident regulations, exploit cheap labor and reap enormous financial gains for the so-called “talents” (your word) in the foreign and international business trades. Are you that dense? How old are you anyway?
I don’t need to travel outside USA for that, I have enough experiences and understanding about peoples from other countries coming to the USA and learning about them. I’m 38 and am IN the real world environment, fyi. Unless you have a million dollar available to be generous, I don’t have the money and time to do what you’d suggested about traveling outside USA.
Just lay off being a condescending ass when people have different opinions that you don’t like anyway, so there’s no basis for you to call RLM a racist.
By the way, wrong idiom. ;)
Rob, 38 yrs old?? Sorry for u. 38 yrs should be matured enough to understand new generation business. But u re still puzzle about it. U never answer how to solve for Corp. U don’t care about economics and tech issues. U only know deaf cult things! Better not to waste your time in discussing this. Enjoy talking about agbell and blah blah! ;)
Officially, you are an Idiot. :(
Rob, many thanks for reminding people that I am no racist. People personally know me as a person which I usually am not afraid to push the button against conventional thinkings.
William,
I have been to Phillippnes three times for business trip with my deceased hearing brother-in-law, who was the head of the contracting company. I witnessed numerous corporate dealings with the locals and hired hands.
People need to see the evil side of globalization in name of excessive profits and local cultures to be slowly overtaken by the multi-national companies.
Outsourcing is some kind of modern slavery with measly wages and no workers’ right, etc. We, the American customers have to stand up for the decent treatment of human beings with fair pay and humane workplace.
I am not really the anti-corporate person myself, but the American citizens need to uprise and say “enough is enough” with the exploitation of foreign workers to save $$$.
The “boomrang effect” will hit us, Americans someday for our silence and do nothing about the taxation of foreign workers to serve the pleasures and needs of inconsiderate and asborbed Americans.
I enjoy the walks of life within all the human diversity. No racist bones in me, but I simply treat all the racial groups equally. I do not care if I offend someone within the racial group and including my own race. If I think something’s right. I would say something unpleasant.
The African American and Latino residents and other foreigners in my neighborhood, always greet me, because I treat them with equal respect and human decency.
I really do not care what others make such misassumption about me. That is definitely their own problems, not mine. I surely enjoy life so much. :)
I come from the state of WV. I know the state history of WV how and what the past corporations done to people like “scrap money” and “keep them in line”.
Robert L. Mason (RLM)
RLMDEAF blog
Yes. There is evil side of globalization. But there is good side - better than nothing and win-win situation. Corporations (majority) are considering Research and Development, Marketing jobs in USA and do manufacturing in third world. That is a reality of business world. It’s all about economic crisis! in USA. Reason??? Americans are so LAZY! and SPOILED! compared to other developed countries like Japan, Germany. They understand that modernized globalization is the best choice due to high volume of business competition.
It seems you don’t understand business world, not enough! ;-)
We enjoy our lives too. Enjoy yourself, too.
Josh - many thanks for updating us with this important information! Keep up the good work :)
Barinthus - thanks!
Others - your opinions on globalization versus localization (if that’s the right word) are welcome. But please, no personal attacks (i.e., “racist!”) against each other. No need for that here.
I agreed with you. Dan’s and William’s comments weren’t helpful enough (and I suspected these two may be the same guy because of the posts’ wordings seem similar to me, don’t you think?).
Dan and William,
The personal attacks on RLM need to stop now.
I am against outsourcing and for globalisation, or rather for a better foreign policy in all aspects. America’s attitude towards bilingualism is atrocious, and any “cultural tolerance workshop” is quickly turned into a “let’s just take the things that look good and screw the things we don’t like” affair. How repugnant of so-called contemporary diverse thinkers!
While I am opposed to illegal immigration, I am a more ardent supporter of immigration reform. The long process of naturalisation is simply mind-boggling and intimidating as a citizen! The American dream should be offered to ALL without linguicism. Bilingualism, as I’ve said before, is a skill to be proud of! Seriously, America is not the only country in the world and folks need to recognise that there is a middle class in other countries, too, struggling to get by as we are. What do we offer to them? A lengthy immigration process that is not only tedious but unfair and bigotry against bilingualism.
As for outsourcing, I am opposed to this because the only goal of the companies is to save money by exploiting low standards. Outsourcing could prove to turn into globalisation - maintaining the number of jobs here AND bringing the American dream to other countries, boosting their economies and feelings about America - but instead, it only fosters cynicism among US middle class (rightly so) and an attitude that America is imperialistic in other countries - by exploiting the standards, by not learning their language, by not respecting their cultures. Tsk, tsk…
“These telecommunication companies hired people to work with relay operators to smooth out their accents and regional dialects, and complaints about accents and dialects decreased.”
That is a load of bullpoop. I was hired by MCI to do relay and we never had such a “training” happen.
I also was hired by Verizon/MCI to do relay. There was indeed no dialect or accent training–the only language training we got was a brief coverage of ASL grammar.
To correct some incorrect information on the part of Jerry Nelson/GoAmerica regarding the Philippines center. . .
1) A “good chunk” of IP-Relay traffic being routed through the Philippines by MCI is an exaggeration. A more accurate assessment would be 5-10% of the text-to-voice traffic during daytime hours; the majority of the calls were processed through Riverbank and Memphis call centers, including all voice-to-text My IP Relay calls. Thus, it’s quite likely that only a small percentage of any particular user’s IP-Relay calls have been handled in the Philippines in the past.
2) MCI’s center is not the same center Stellar Nordia is planning to use.
3) A rather large piece of misinformation has been circling regarding fraudulent calls. They’re reduced, not blocked, and there’s no guarantee that the volume of fraud calls won’t escalate again in the future. All relay providers, including MCI/Verizon, have been blocking calls identifiable as international in origin for well over a year at this point; GoAmerica has presumably been more aggressive in identifying attempts by con artists to hide their IP addresses, but this is unlikely to permanently stop or even reduce the fraud problem, just as past anti-fraud measures have met with only mixed success.
As far as this goes, should a large amount of fraud return once all the IP relay calls are routed out of the United States, GoAmerica will be doing quite well financially; cheaper center + more calls + no operators left to blab to the local media about the fraud problem = easy money. Perhaps I’m cynical on the last, but only time will tell. . .