Let's implement an "Outsourcing fee" when applicable!

By
Real Estate Agent with Progressive Realty (Boise Idaho) www.Progressive-Realty.info DB-17066

Many of us have had to deal with language and translation issues due to our pending real estate transactions being “handled” overseas.  Common sense was not translated or opted for in the negotiations with these outsourced files.

I am a real estate broker in Boise, Idaho with 19 years of experience however I am always surprised at the "new ways" of how other people in the transaction can insult my intelligence via total lack of understanding by someone else.

 

I have had to explain that James Paulson is the same Realtor as Jim Paulson.  We are not two different people.  I must admit I wouldn’t know the nicknames of the common names of Pakistani or Indian citizens though either.

I just saw a post on Facebook stating an agent had to write an addendum explaining that the “W.” in the street name stood for “West”.  I told her to start on the next addendum explaining why the “period” was no longer necessary after the word “West” was spelled out.

Maybe if we started charging an “Outsourced Fee”, the companies that use this practice would end up paying equal or greater than doing it domestically (or better yet locally) and these types of time and resource wasting procedures would come to a stop.

I have heard of some major corporations starting to pull their call centers back to the United States due to customer complaints and the negative PR associated with hiring people oversees when so many of our own are unemployed.  Every outsourced position means one less wage being taxed in our country which takes money away from improving our roads, our schools, our law enforcement, etc.  I know many of these jobs aren't very high paying jobs, but I am pretty sure that they pay more than unemployment benefits.

Let's work on bringing our industry back into our control and simultaneously bring our jobs back to this country so we have less short sales and foreclosures!

Comments (14)

Lisa Ludlow Archer
Live Love Homes-Keller Williams, Charlotte, NC Ballantyne Area - Waxhaw, NC

Jim:

I too love it when call centers are put back in the US so I can complain to someone who understands me. LOL

I completely agree. Have a great week.

Oct 19, 2010 07:46 AM
Dennis Puckett
Adams,Cameron & Co. - Deland, FL

Good idea Jim & James. Isn't it amazing what you run into.

Oct 19, 2010 07:48 AM
Richie Alan Naggar
people first...then business Ran Right Realty - Riverside, CA
agent & author

Good stuff and thank you.....I once went full circle with a call center in India and when we were through..i didint even know why I called.....not good

Oct 19, 2010 08:08 AM
Alan Barker
Boomerang Leads - Smithfield, UT

I get as frustrated with any about having to try and communicate with Indians who just can't communicate with us because they don't understand our culture. I've wasted hours trying to explain to people in India what a County is.

But, businesses need to do what's in their best interest, and if the best decision outsourcing then that's what they should do. If the negative communication effects of outsourcing are to high, then they need to bring the call centers back to the US.

We need to look at this from a humanitarian perspective as well. We shouldn't try and force call centers to come back to the US because we "need the jobs here." What makes Americans more superior to people in India? Moving the jobs here means losing the jobs there.

Some of those places have extreme poverty, with 30-50% unemployment. Having a call center job means they might be able to get three meals a day. Most of these people are just living to survive. For them their $300 salaries a month are extreme blessings.

 

Oct 19, 2010 09:06 AM
Katerina Gasset
Get It Done For Me Virtual Services - Wellington, FL
Get It Done For Me Virtual Services

I respectfully disagree although my position may be that I do not have a problem understanding the english accent of Indians because I have traveled most of the world and lived in Europe, Hawaii and worked in Korea, Japan, China and the Philippines. 

The problem with call centers in India is that the people answering the phones and doing those tasks use an operating manual. They are told by their superiors to act like robots and do as the instructions tell them to do. They do not have the permission to think on their own. They are amazingly smart people and when left to think on their own are among the best to outsource to. 

Our VA services are in the Philippines and I absolutely could not do all I do without them. They are the most loyal, hard working and honest people you will find. Their English is the main language for most people. They have many tribal languages with Tagalog being the most prominent which is a mix of Spanish and Malay languages. I used to speak it fluently in Hawaii.  Coach Katerina

 

Oct 19, 2010 09:58 AM
Jim Paulson
Progressive Realty (Boise Idaho) www.Progressive-Realty.info - Boise, ID
Owner,Broker

@Lisa, thanks for adding me as an associate.

@Dennis, maybe I should sign something "Jimmy" and really through them for a loop.

@Richie, you should Google the "Mental health hotline" for one of the best run arounds ever.

@Alan, you sound like a true Keynesian but with a humanitarian twist.  That is commendable.  I am not for requiring or mandating change, I just wish some of the companies looked at the whole picture not just the initial accounting bottom line.  I paid a lady from Vietnam $1000 to take back with her a few years ago and she said that was three years wages for her in Saigon (Ho Chi Minh City).  Her "job" is buying onions from the market, peeling them and reselling them at the same market.

Oct 19, 2010 10:09 AM
Jim Paulson
Progressive Realty (Boise Idaho) www.Progressive-Realty.info - Boise, ID
Owner,Broker

@Katerina, you are always welcome to post alternate thoughts and beliefs on my blogs!  I welcome healthy discussions instead of just "nice post, I will consider that in my business".  I think your assessment is correct in that these people are trained to operate like a flowchart instead of like people.  I know the IQ's of the people on the phones are probably absolutely acceptable but they just need more training in the subliminal aspects.  I too have been blessed to have lived all around the world since I started school in Vietnam during the war, spent 2.5 years in Korea, then back to the US and graduated from high school in Iran during the over through of the Shah in December 1978.  I think those experiences help me empathize and be a better Realtor.  However, my point was we shouldn't have to be the ones educating these call centers on our business any more than we should be expected to train our loan officers or title reps. 

Cross cultural selling is difficult on all levels.  Simple things like eating can even be taken out of context.  For example, in Iran, you are supposed to leave a little bit of each part of the meal on your plate to indicate to your host that you had eaten your fill.  I learned this after being raised to finish what was on my plate to be courteous.  Therefore, after I ate everything, they brought more; I ate more; they brought more; so their conclusion was that I was a gluttonous American Pig. LOL

This is the hardest thing about call centers is dealing with the cultural differences.  Even in the US, look at the difference in communicating from someone from the deep south and a slow southern drawl verses talking to an "in your face Long Islander" in New York.

I remember once dealing with an extremely bright technical service rep about a computer issue.  He had a difficult time communicating over the phone, so he asked permission to remote my into my computer and we did great via online chat.  I don't think that was in his "how to manual" but it was a great solution and he resolved the technical issues.

Oct 19, 2010 10:26 AM
Melissa Zavala
Broadpoint Properties - Escondido, CA
Broker, Escondido Real Estate, San Diego County

I can understand what you mean and also can agree with Katerina. One issue, I believe, with the call centers out of the US is that the employees just cannot relate because their lifestyles are so different.

Oct 19, 2010 12:27 PM
Eric Michael
Remerica Integrity, Realtors®, Northville, MI - Livonia, MI
Metro Detroit Real Estate Professional 734.564.1519

It's less the accent and more the robot that makes those phone calls so difficult!

Oct 19, 2010 01:19 PM
Katerina Gasset
Get It Done For Me Virtual Services - Wellington, FL
Get It Done For Me Virtual Services

Jim- Thanks for sharing and for being open to discussion. Katerina 

Oct 19, 2010 04:46 PM
Ruthmarie Hicks
Keller Williams NY Realty - 120 Bloomingdale Road #101, White Plains NY 10605 - White Plains, NY

The issue here is if they want to sell here they should have to HIRE here.  Protectionism? Perhaps.  But with 10% unemployment it might be time for some strategic protectionism.

Oct 19, 2010 04:56 PM
Ryan Case
SCA Real Estate - Anaheim, CA
877-828-0710

How about Ocwen, who outsources everything to India? Terrible business practices!

Oct 19, 2010 05:32 PM
Mel Ahrens, MBA, Kelly Right Real Estate
Kelly Right Real Estate - Hood River, OR
Customized Choices for your Real Estate Needs

Protectionism (#11) is not the way to go (Wikipedia link to Protectionism discussion). We are part of a global economy and need to solve our economic issues globally.  We have to export (products, services, hard goods, etc..) - it is unrealistic to think we can grow economically w/out doing so.

Mel

Oct 20, 2010 11:15 AM
Jim Paulson
Progressive Realty (Boise Idaho) www.Progressive-Realty.info - Boise, ID
Owner,Broker

I understand the need to outsource and how it saves companies money.  I just think I should be compensated for the time it "costs" me.  in other words, efficiencies on their part may not translate to efficiency on mine.

Think of the "customer support phone lines", I know they don't need a large of call centers if you can go through a menu consisting of 20 redirects to get you (maybe) where you wanted to go; but what about the time it took me to get there instead of just letting me tell the operator I wanted "billilng" and sending me there with one click instead of:

  • Your estimated wait time for the next operator is 3 minutes;
  • If you speak English press 1, Spanish press 2, etc.;
  • If you are a customer press 1, if not press 2;
  • If you are a residential customer, press 1, if you are a business customer press 2;
  • If this is a previous issue, press 1, if it is a new issue press 2;
  • If you press # or 0 to exit this menu, you get to start all over again and be diverted to the end of the list of callers and be placed on hold again;
  • etc,
  • etc
Oh, I'm sorry, let me transfer you to that department.
  • Your estimated wait time for the next operator is 3 minutes;
  • If you speak English press 1, Spanish press 2, etc.;
  • If you are a customer press 1, if not press 2;
  • If you are a residential customer, press 1, if you are a business customer press 2;
  • If this is a previous issue, press 1, if it is a new issue press 2;
  • If you press # or 0 to exit this menu, you get to start all over again and be diverted to the end of the list of callers and be placed on hold again;
  • etc,
  • etc

Dec 20, 2010 03:21 AM

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