Why do states allow the movement of call center activity overseas?
There are two reasons. The first is cost. The price of an EBT system historically was benchmarked to the cost of the existing food-stamp scrip program it replaced. That made states very cost conscious. Using non-domestic call centers is but one way to keep costs under control. The second reason is a need to meet mandated service standards. Some contractors hired by states to build and maintain EBT systems had trouble finding call center operators and experienced high rates of turnover. Offshore call centers are often established to handle high volume commercial business functions and can meet government program service requirements more cost effectively.
Related Questions
- Creating a homeless prevention hotline or 211 call center is an eligible activity under HPRP. What are the HMIS reporting requirements for such activities?
- Is the movement still considered a fringe activity and marginalised by the state and society?
- Why do states allow the movement of call center activity overseas?
