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At the end of July of this year, labor and disabled groups raised slogans to go to NCC for protest. They complained that a famous telecom company in Taiwan transferred its customer service center to Mainland China, seriously affecting the rights of employment of Taiwanese labors. They further worried that because customer service center business was outsourced to Mainland China, personal information of citizens would not be protected. For this, the above said company clarified that customer service center in Mainland China provide services t customers in Mainland China only, and personal information of Taiwanese users would not be disclosed. However, at the beginning of August, Pan Meng-An, a legislator of PPT further revealed that the business lines of the company recorded in solicitation websites in Mainland China indicated were “strait” telecom high-end customers, and call center outsourcing service. Now NCC has involved in investigation and has started to check thoroughly call detail records of each telecom company, in order to understand whether their customer service center is in Taiwan, and avoid disclosure of personal information abroad.
According to statistic data of Labor Commission, average number of employees as customer service persons at telecom in Taiwan was 7513 persons from 2004 to 2006, but this number sharply declined to 4248 persons from 2008 to 2010. Labor and disabled groups revealed that some local telecom companies established customer service center at the other side of the strait for the purpose of reducing personnel costs. However, China has till now not enacted “personal information protection law”, “communication protection and audit law” or similar law, therefore, privacy and communication freedom of citizens in Taiwan are threatened.
DANET telecom is the only one company that establishes customer service center of Call Center in telecom machine room. All systems of Call Center are placed at the source side of telecom machine room in Taiwan. Communication qualities are is superior to other colleagues that pull lines to several kilometers away. Comparing with companies that outsource customer service center to Mainland China, services are quite different. Furthermore, if customer service center is established in Mainland China, as customer service persons lack of understanding of local cultures, they do not know the place name such as “Mongjia” and “Ximending” etc. How could they answer customer where is the nearest maintenance station? If telephone marketing is outsourced, but customers’ demands cannot be responded accurately, voice qualities are poor and connections are interrupted easily, the loss of revenue would be difficult to estimate.
To avoid the misuse of personal information by fraud groups, if enterprise owners wish to outsource telephone secretary service or outsource telephone marketing, they should select hosting service providers with good reputation, so that they would not become accessory to the crime. Call Center of DANET telecom provides exclusive customized service, construct virtual telephone exchange for enterprise owners, record exclusive Hello language, and set call diverting plan. Our service is non-closed, making customers feel at ease.
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