prepare to be converged
howdy,
I work for convergys on the attws project and I have some good news and some bad news. The good news is the savings and increased customer service cingular customers will get after the merger with attws. Once cingular executives get a taste of outsourcing I have no doubt they will outsource customer service to convergys just as aws wisely decided too. This will be great for customers as the immense savings will trickle down to them and their customer service level will increase. Sadly this is bad news for cingular employees but I am sure they will adjust to their new lines of employment just as tens of thousands of aws employees did. I can already forsee the posts about how poorly aws customer service is rated etc but I assure ...
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I work for convergys on the attws project and I have some good news and some bad news. The good news is the savings and increased customer service cingular customers will get after the merger with attws. Once cingular executives get a taste of outsourcing I have no doubt they will outsource customer service to convergys just as aws wisely decided too. This will be great for customers as the immense savings will trickle down to them and their customer service level will increase. Sadly this is bad news for cingular employees but I am sure they will adjust to their new lines of employment just as tens of thousands of aws employees did. I can already forsee the posts about how poorly aws customer service is rated etc but I assure ...
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I REALLY hope convergence is a USA based company. I hate calling tech support for pc's and stuff only to get someone in another country (India) who has a fake "American" accent and doesn't know jack about jack.
I hate outsourcing to other countries.
As the great and wise Foamy once said,
"Keep the jobs in the US, so I can understand who I'm talking to!"
I hate outsourcing to other countries.
As the great and wise Foamy once said,
"Keep the jobs in the US, so I can understand who I'm talking to!"
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I am a cingular customer care rep and we are union and that will not happen. We are a union company and that will not happeen. After we take over at&T wireless we will keep you guys with jobs until at&t contract with you guys is over then we willl remove you. sorry
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I work for convergys with AWS project and I can't understand why anyone would even begin to think that Cingular would begin firing it's own employees. That wouldn't make much since.
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They won't fire cingular employees but the question is weither they will keep convergys or higher more cingular employees.
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HA. Fine then you will have to pay your workers union wages which are considerably higher than outsource which implicates higher fees for customers due to wage overhead and also you will have a hard time replacing all of the loss of workers for awhile with double the base of customers. 😉
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outsource_guy4000 said:
HA. Fine then you will have to pay your workers union wages which are considerably higher than outsource which implicates higher fees for customers due to wage overhead and also you will have a hard time replacing all of the loss of workers for awhile with double the base of customers. 😉
mope. 😉
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Well....I actually work for an outsourced call center that just started doing Cingular wireless customer service. So maybe that idea isn't so far fetched?
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howdy,
Your post really caught my attention because it is the first I heard about cingular having recent outsourcing. Are you answering inbound 611 calls? Are you able to use full systems? I ask this because recently at ATTWS they have developed a partial customer care team who answer 611 calls but only have partial systems and sometimes transfer calls to full customer service reps.
Your post really caught my attention because it is the first I heard about cingular having recent outsourcing. Are you answering inbound 611 calls? Are you able to use full systems? I ask this because recently at ATTWS they have developed a partial customer care team who answer 611 calls but only have partial systems and sometimes transfer calls to full customer service reps.
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Hiya, well the thing is...we were supposed to be in training for 6 weeks and then we were supposed to take Postpaid/prepaid calls, but Cingular needed people on the phones in two weeks for prepaid. They trained a few of us on Just prepaid and tossed us out on the floor. Because of hurricane Ivan we missed quite a bit of our training, so it was about 4 days of training. I believe we have access to most of the systems.
I'm actually back in training as I speak for post paid, since all the others are on the floor for both.
We are answering inbound 611 calls, and I do believe we have access to most of the systems. Most of our transfers, so far, have just been to help desk(escalations) and tier 2 tech support, and an occasional routing to po...
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I'm actually back in training as I speak for post paid, since all the others are on the floor for both.
We are answering inbound 611 calls, and I do believe we have access to most of the systems. Most of our transfers, so far, have just been to help desk(escalations) and tier 2 tech support, and an occasional routing to po...
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hrrrrm thats odd... i havent heard a thing about this....... can you say what outsourced company your work for?
as far as i heard i though all the Care reps where union....
as far as i heard i though all the Care reps where union....
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I work for West. We just got the contract a few weeks ago, and over 300 people were hired at all the West locations. Biggest contract they've ever had, most of them said.
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Hrrm come to think of it i did see something in the Billing system, that said something like WEST...... caught my eye ...
are you guys doing sales? Using TelePOS?
are you guys doing sales? Using TelePOS?
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I don't know. I don't think we do sales at all, just cs. I've done alot of activations(prepaid only though) but when re-training us in CARE they told us that the activations button was also known as the unemployment button and if we pressed it we'd be walked out the door. =p
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ah.. I see. I used to work for WEST at one time. I was an Acct Executive for ATT Business. West has a good reputation, MUCH better than Convergys. What center do you work at?
I knew they were planning some outsourcing, but I thought it would be something other than Customer Service. The fact that they chose WEST only confirms that Cingular is not interested in Convergys. That is a good thing.
I knew they were planning some outsourcing, but I thought it would be something other than Customer Service. The fact that they chose WEST only confirms that Cingular is not interested in Convergys. That is a good thing.
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Yeah, they're very strict about everything. Especially that Activations button in care. Haha.
I work at the Pensacola center. First job at a call center, and it's going good.
I was all excited about being able to work in one of the big cubicles on the floor, instead of one of the little training cubies we have been working for...but in order to make room for all the newly trained Cingular people, they divided all the cubes on the floor in half. Now they're the size of the training cubes. =/ Sad stuff.
Oh well. Back in training for post paid, now as we speak.
I work at the Pensacola center. First job at a call center, and it's going good.
I was all excited about being able to work in one of the big cubicles on the floor, instead of one of the little training cubies we have been working for...but in order to make room for all the newly trained Cingular people, they divided all the cubes on the floor in half. Now they're the size of the training cubes. =/ Sad stuff.
Oh well. Back in training for post paid, now as we speak.
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Erm... you're in pensacola, and most likely right on hand with my FULL CINGULAR EMPLOYEE MANAGER.
As well as MY AREA MANAGER, and quite a few other cingular people... so are you saying that you're outsourced, so what exactly are you saying?
Who signs YOUR paycheck?
As well as MY AREA MANAGER, and quite a few other cingular people... so are you saying that you're outsourced, so what exactly are you saying?
Who signs YOUR paycheck?
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There are a few Cingular employees here, but they're helping us. We're not actually Cingular employees.
West signs my paycheck. From Texas, they do.
West signs my paycheck. From Texas, they do.
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so cingular is forreal outsourcing? but thats just majorily for prepaid and stuff... oh boy...
you don't have your own help desk, because I had to send a complaint in for for blind transferring into me when i was on help desk.... please make sure when you dial into the help desk, you call in to the rep on the other end.
please?
you don't have your own help desk, because I had to send a complaint in for for blind transferring into me when i was on help desk.... please make sure when you dial into the help desk, you call in to the rep on the other end.
please?
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No, it's not just for prepaid. WE(just 1 class or so) were only on prepaid until the other 4 classes for Postpaid and Prepaid got out on the floor. Now we're back in for Postpaid like everyone else.
As for the blind transferring...I never blind transfer. And I never cold transfer to the help desk. EVER. I always call up there, and go back and forth until I get someone, explain to them what's going on, and transfer them.
I do, however, hate calling billing support. They talk to me like I'm crazy. =/
As for the blind transferring...I never blind transfer. And I never cold transfer to the help desk. EVER. I always call up there, and go back and forth until I get someone, explain to them what's going on, and transfer them.
I do, however, hate calling billing support. They talk to me like I'm crazy. =/
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Billing Support? You mean regular CS? Over here in Ocean Springs we pretty much handle billing, tier 1 tech, payments... etc...
and i'm glad you don't blind transfer.. that crap made me HARDCORE mad when i answered "team support " and I had a customer on the line going "what?! i thought i was getting a manager!"
its insanity.
and i'm glad you don't blind transfer.. that crap made me HARDCORE mad when i answered "team support " and I had a customer on the line going "what?! i thought i was getting a manager!"
its insanity.
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Heh. Well, y'know, in POS if something goes wrong, it says call billing support.(We use POS for prepaid activation over the phone.) And when I do they're like. "..." when I try to talk to them. It creeps me out.
If we blind transfer, ever, they walk us out the door. Just like that blue activations button. Heh.
If we blind transfer, ever, they walk us out the door. Just like that blue activations button. Heh.
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lol, activations isn't something you WANT to do, i promise.
as far as POS... they're not giving you your own POS login and pass? Thats insane... in any case, POS = uhm.... yeah, you can figure that out.
as far as POS... they're not giving you your own POS login and pass? Thats insane... in any case, POS = uhm.... yeah, you can figure that out.
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Yeah, we have our own POS.com login and pass. Well, most of us do. Some of the people on the floor still don't have a cuid.
One time I had to have a guy in the help me do a manual activation through care, for a prepaid phone. Weird scenario. Can't touch that button. Haha.
Meh...learning about customer education now.
One time I had to have a guy in the help me do a manual activation through care, for a prepaid phone. Weird scenario. Can't touch that button. Haha.
Meh...learning about customer education now.
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Heh, later.
Whee, only 5 more hours of training till I can go home. Meh.
Whee, only 5 more hours of training till I can go home. Meh.
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well for some reason i find myself sitting back on this damn website because i can't find anything to do here until my roommates get home.... what are ya'll learning now?
still on CSE?
still on CSE?
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I did the same thing for Dish Network for a while. I was in a specialized department that only about a dozen people worked in, so pretty much everyone knew us in the call center. Naturally, when I got a transfer, I would be a little less professional than I would have been on a customer service split. Would'nt you know it the one time I answered the phone as Kermit the frog, it was a cold transfer... I don't work there anymore.
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there is this one guy at work that uses different accents during different parts of the day... and its always a riot to watch him do it.
they're all about this "u inspire" stuff... so i reckon that we can get away with it if we're inspiring. 😛
they're all about this "u inspire" stuff... so i reckon that we can get away with it if we're inspiring. 😛
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You know, I did that too, but when I actually introduced myself as a green puppet, they got a little upset. I had the texas drawl down, the radio DJ super accentuated voice... the real slow stoner voice, and my favorite, the robot. People will ask you if you are a machine using that one... lol.
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Preach on.
I do believe that we won't be outsourced... May the God of the Cell Phones Bless THE UNION!@#$%^*
I do believe that we won't be outsourced... May the God of the Cell Phones Bless THE UNION!@#$%^*
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cing has already signed an outsource agreement with west, so I would guess that your union is in trouble as we speak. I don't think this is good or bad, it is just business, and corporate business has no human conscience... blame capitalism. I would.
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it's BASED out of Cincinnati, but they have call centers world-wide. I used to HATE having to deal with the call center in INDIA. it sucked.
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Some Indian reps are good, some are bad...myself I try to be good, but I don't always hit the mark...I just try to do my job the best I can, and fix mistakes as I come across them and I trust that other reps will correct my mistakes as they are found. My sincere apologies to customers I have inconvenienced.
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I could not have said it better myself.
Foamy is the... er... SQUIRREL.
and cingular will NOT outsource.
Foamy is the... er... SQUIRREL.
and cingular will NOT outsource.
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Outsourcing is a fact of business for now.. you state we will get better CU with outsourcing.. that might not be so true.. Sure as you state the CU is going to be as good as contracted... but I have had to deal with SWBELL INTERNET services that are outsourced.. I get what I need done, but at a cost of my time... Before the problem call took 10 min.. now it is over 45... the reason is my USA use of terms and Lang... It takes 30 min just to get the point across (might be that Texas drawl. I go and start to state the problem, and I get stopped buy the CU rep.. then there is a long pause... I get OK... and they start over on there script... and I get to start over again too...
Don't get me wrong.. French to French, German to German well be ...
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Don't get me wrong.. French to French, German to German well be ...
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I used to be a former attws customer and I hated customer care. I would have to wait atleast 10 to 20 mins just to get thru. I mean, I dont have 10 to 20 mins to wait for customer care. Even if it is airtime free. I call customer care so that I can get my problem or issue solved in the least amount of time possible. That breads customer loyalty towards the cell phone company and less stress for the consumer.
I understand when you say that the customer is going to the be one who will benefit from the saved costs of outsourcing to convergys. but how by much? Last time I checked, cingular and attws plans are almost similar. cingular doesnt have to be better than just attws, it has to compete with other carriers as well. Outsourcing is good ...
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I understand when you say that the customer is going to the be one who will benefit from the saved costs of outsourcing to convergys. but how by much? Last time I checked, cingular and attws plans are almost similar. cingular doesnt have to be better than just attws, it has to compete with other carriers as well. Outsourcing is good ...
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With AWS less than half the call centers are outsourced. That is only care. I don't know what call centers for other departments are outsourced.
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AWS outsources their customer care department, the migrations department, the Warranty exchange department and the TSD, technical services desk, and e-care.
Its entirely outsourced but each department has both direct att reps and equally skilled outcourced rep from Convergys or Startek
Its entirely outsourced but each department has both direct att reps and equally skilled outcourced rep from Convergys or Startek
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Ya. I just don't know how much of it is outsourced is what i mean. I know that less than half of the Care Centers are outsourced but not of the other centers.
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I wonder if Cingular would take the chance to replace the union with a non union convergys? hmmm. And personally, because i am canadian, i dont see the problem outsourcing to Canada. I mean its not like we all have thick accents. Just some people from Newfoundland ;) I know everyone wants to keep jobs in the USA but i mean c'mon. With the economy and conversion rate and no unions. Why wouldnt they? And if they dont renew the contract. No big deal. We will just get another one. 😁 Im hoping for Kraft.
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McG said:
I wonder if Cingular would take the chance to replace the union with a non union convergys?
Cingular's union call centers are going nowhere. they may keep ATTW's call centers around, but if they do not renew the current contracts that ATTW has, they will have to hire more CS reps to handle the call volume, so there will be jobs available somewhere.
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i don't know, but last time i checked, unions dont like it too much when they get replaced by non-union employees.
i'm not sure if any cingular call centers are unionized like the sales people are, but i bet CWA wouldn't make it easy for a non-union call center to take over Cingular jobs.
i'm not sure if any cingular call centers are unionized like the sales people are, but i bet CWA wouldn't make it easy for a non-union call center to take over Cingular jobs.
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The CWA will not allow that. They are the union. The union has a contract with cingular that will supercede any contract between attws and convergys. Cingular has SPECIFICALLY stated that they reserve the right to change the contract when the merger goes through. They will change it according to my sources.
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Terms and conditions always state that the wireless carrier reserves the right to change the calling plan but if it is changed for the worse then the customer has the right to terminate the agreement and they have a set number of days to do that appone being informed of that change (I don't have my T&C's with me but i think it's 20 days after you've been notified).
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I am not talking about CUSTOMER contracts. I am speaking of the ATTWS/Convergys contract which Cingular will be changing.
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I am betting that cing will vote with its pocket book and the union will either have to be okay with wage cuts or severance packages for its workers.
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*attempts to breathe*
i hope you guys aren't just talking out of thin air, because you're talking about peoples jobs... you know, real people, not ficticious beings on the other side of the phone...
Honestly... I don't believe that Cingular would cut benefits, or give severence packages... or cut pay... the union can, does, and will ALWAYS take care of the members.
This is just pure crap.
i hope you guys aren't just talking out of thin air, because you're talking about peoples jobs... you know, real people, not ficticious beings on the other side of the phone...
Honestly... I don't believe that Cingular would cut benefits, or give severence packages... or cut pay... the union can, does, and will ALWAYS take care of the members.
This is just pure crap.
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unions are yesterday, when companies had keep operations in one place because the resouces were fixed, and communication was slow enough to make transportation of operations to new locales more trouble than its worth. Now a company can set up a call center in weeks and have it staffed in 6 months from the time the paint dries on the walls.This may be hard for some to accept but for those of us who don't have cushy union jobs, it is a fact of life that we have adapted to.
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greyrat said:
unions are yesterday, when companies had keep operations in one place because the resouces were fixed, and communication was slow enough to make transportation of operations to new locales more trouble than its worth.
yesterday? unions are alive and strong, there are just not AS many union jobs as there used to be, simply because "back in the day" there were more blue-collar jobs than there are today. White collar workers are mentally "trained" to believe that they dont need to be unionized, nor do corporations want their executives unionized. it's the "low-man" jobs that need unions to maintain job security, so that companies uphold smart business practices, and don't waste their money on fo...
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You ARE a commodity to the corporation, they don't care about you as anything other than a resource to be utilized, if not exploited. get used to it.
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greyrat said:
You ARE a commodity to the corporation, they don't care about you as anything other than a resource to be utilized, if not exploited. get used to it.
but they cant just get rid of me on a whim. that's where the union comes in.
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yeah that's what everyone thinks right before the job rolls up and goes to mexico...'they can't get rid of me, my job is secure...'
It isn't and guys at the top don't care.
It isn't and guys at the top don't care.
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greyrat said:
yeah that's what everyone thinks right before the job rolls up and goes to mexico...'they can't get rid of me, my job is secure...'
It isn't and guys at the top don't care.
that's where the union comes in. they wont let it happen to union jobs
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at&t call centers are not union. once we take over at&t and use all of the union call centers to calm things down they could slowly shutting down union call centers.. and union can't do anything about them shutting down the call centers.
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the thing is, unions only work if management can't get the labour somewhere else, and that isn't the case with call center work. You can put a center anywhere in the english speaking world and be running at full strength in 6 weeks. The only leverage a union would have is emotional; the appeal to paying workers a living wage and maintaining workplace conditions etc, but I just don't think the average consumer cares enough for anything but the bottom line to boycott a non union service provider.My dad wasa union guy, and my Uncles and grand parents on my mother's side were all about organizing unions in the pacific fishery back in the 30's but the world is a different place now is likely to remain a different place for a long time to come.
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howdy,
My understanding is that companies outsource partially because they do not want to deal with unions because they want better costs and more worker flexability. AWS was all union at one point. They were busted why do you think your union will not?
My understanding is that companies outsource partially because they do not want to deal with unions because they want better costs and more worker flexability. AWS was all union at one point. They were busted why do you think your union will not?
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agreed. unions are here to stay. corporate america is trying to avoid them because they can treat non union employees like crap and get a way with it. Union jobs are not CUSHY. The union just protects the employees from corporate slave labor.
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I my be alone in this but I honestly hope that nobody loses there job. I understand business needs and know that there may be cuts somewhere. This is the real world after all. Whoever put the post out there that Cingular was going to fire it's own employees needs to stop there foolishness. All AT&T direct reps or convergys employees need to face reality and realize that if anyone is cut it will be AT&T direct or outsourced reps. I'm not trying to be cruel or start a dispute with anyone I just want to prepare everyone for what may come. I can't say for sure what will happen. Again I'm not trying to come down on anyone, I am one of the AT&T outsourced reps.
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Sorry, but if any Cingular rep feels like they can slack off b/c of the merger, and just float by because you're currently a Cingular employee, you might be in for a rude awakening. Just my own opinion.
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The CWA agreement does not allow outsource within the USA, but outside of the USA is fair game, and thats the point ,they can outsource(cingular) out of USA,like canada,India,anywhere not in the USA.Union can't say jack, but they can lay people off directly and remember the money talks while bullshitt walks!!!!!!!! 😈 😈
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Well, I work in the US, AGENT DEBIT. I've been watching the forums and no one really seems to like you very much, because of this type of thing. So, once again, you have been proven false.
I work in the united states and I'm not employed by Cingular wireless, and I'm not part of their Union. I work for West. I'm outsourced Customer Care for Cingular.
I work in the united states and I'm not employed by Cingular wireless, and I'm not part of their Union. I work for West. I'm outsourced Customer Care for Cingular.
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Well then you better tell Cingular Reps., because those high and mighty reps tell everybody "CINGULAR DON"T OUTSOURCE" so i don't give a crap about being wrong about this because if you read my previous posts , ive been told by these same cingular reps that i'm wrong
So check Yo self before you Wreck Yo self!!!
So check Yo self before you Wreck Yo self!!!
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The thing is, that I told them, and they now realize. They actually even took that information to a few other threads. We are, apparently, the first time Cingular has outsourced anyone for anything.
Cingular doesn't usually outsource, apparently, for the merger, and more so for the increased call volume for some reason, they needed us.
It's been the biggest hire job West has had. Over 300 people at each of the centers. Though we actually lost alot of people at this one due to Ivan and the attendance policy in training.
Cingular doesn't usually outsource, apparently, for the merger, and more so for the increased call volume for some reason, they needed us.
It's been the biggest hire job West has had. Over 300 people at each of the centers. Though we actually lost alot of people at this one due to Ivan and the attendance policy in training.
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you were told Cingular won't be outsourcing to CONVERGYS. and they won't be.
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If you don't mind me asking does Cingular(not you personally) have something against convergys that you know of, and if so, what?
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[you were told Cingular won't be outsourcing to CONVERGYS. and they won't be. ] - CainMarko
One thing to remember is Convergy's owns approx 40% of Cingualar Stock...
All in All No One at are level knows but it should be interesting when it alls comes down.
One thing to remember is Convergy's owns approx 40% of Cingualar Stock...
All in All No One at are level knows but it should be interesting when it alls comes down.
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That is absolute nonsense. They ownED 40% of ameritech, which covers about 6 of Cingular's markets. SBC BOUGHT Ameritech. They still have 40% of THAT, but NOT 40% of SBC or Cingular. Cingular is already oursourcing to WEST. WEST is taking calls for some low call markets from what I have been told. The thing is that Convergys owns a SMALL part of SBC and SBC owns 19% of one of Convergys' main rivals. Cingular has already publicly states that they reserve thr right to CHANGE the terms and conditions of the contract signed between ATTWS and Convergys. Cingular will have 30,000 employees on hand after the merger. I think outsourcing will fall first.
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According to Convergys quarterly reports on their website Convergys has a 40% partnership with Ameritech and that partnership purchased SBC in 1999. Now this is from a quarterly report which is either in lawyer speak or accounting speak, both of which are every difficult to understand.
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Dude, AGENT DEBIT, Shut the crap up.
And I aggree with the statement by a previous poster about how it would be AWS to have lay-offs before cingular, at least that's what I was informed. Sorry guys ;_; It woul dmake more sense to keep all the reps to improve the hold time, and general customer care. Just my opinion.
And I aggree with the statement by a previous poster about how it would be AWS to have lay-offs before cingular, at least that's what I was informed. Sorry guys ;_; It woul dmake more sense to keep all the reps to improve the hold time, and general customer care. Just my opinion.
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Cingular has publicly stated that they will need all of the 30,000 employees initially. The time to start worrying is when they streamline everything. That's when the true cuts will happen. My guess is that you had better be an exemplary employee at the time.
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howdy,
Mr Marko as you claim to have worked with outsourced companies I find it odd that you would make such a post. Jobs would not be cut position by position but center by center or in "groups" of seats as per what the contracts are based on.
Mr Marko as you claim to have worked with outsourced companies I find it odd that you would make such a post. Jobs would not be cut position by position but center by center or in "groups" of seats as per what the contracts are based on.
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I wouldn't worry too much if I was in one of CVG's ATTWS centers. Convergys is always getting new projects. Once AT&T's contract is up, Convergys will move a new company in, retrain you, and put your butts back to work.
Maybe you'll end up on the SprintPCS project, like me. Perhaps you'll get DirectTV or OnStar or something equally new-and-different. I doubt Convergys is going to do a mass layoff of skilled workers just because of a client merger.
Also: Unions rock. I wish I was union.
Maybe you'll end up on the SprintPCS project, like me. Perhaps you'll get DirectTV or OnStar or something equally new-and-different. I doubt Convergys is going to do a mass layoff of skilled workers just because of a client merger.
Also: Unions rock. I wish I was union.
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Good luck. You'll never see an outsource company allow unions. ANY stoppage, those contracts go away FAST.
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maelstrom said:
Consumers and corporations love outsourcing because it works, it gives as good or better customer service for less money and hassel. Thats why it is huge and every company does it.
"most" every company does it because outsource reps are expendable. Verizon does have a small amount of outsource, (not with Convergy's) and most of the rework mistakes I do are outsource reps not following policy. You may speak highly of Convergy's, but I used to be part of that trainwreck working for DirecTv. DirecTv dropped many of the Convergy's centers because of low quality and high cost (i.e. $32/hr for each rep, even though reps see $8/hr of that price)
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Not to mention the turnover rate; 50% of the reps I worked with were less than a year employed. Quality and reliability of a company with reps that inexperienced is not "as good or better". I now work for Verizon who bends over backwards to train and keep their employees.
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outsourcing with AWS or now Cingular for some Customer Care will remain
hhtp://www.startek.com/investors/reports/Star Tek,%20Inc.%20to%20Present%20at%20Upcoming%20 Investor%20Conference1.pdf
since the centers that handle these calls for the most part are in Canada I would assume that if the job is getting done better in Canada than in house that is where all the jobs will go union or not as people mentioned before its all about $$$ not what the union wants.... so if outsourced companies and doing it better and cheaper, well I'm sure you can figure it out
hhtp://www.startek.com/investors/reports/Star Tek,%20Inc.%20to%20Present%20at%20Upcoming%20 Investor%20Conference1.pdf
since the centers that handle these calls for the most part are in Canada I would assume that if the job is getting done better in Canada than in house that is where all the jobs will go union or not as people mentioned before its all about $$$ not what the union wants.... so if outsourced companies and doing it better and cheaper, well I'm sure you can figure it out
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