Is It Wise For Credit Bureaus To Outsource To Foreign Call Center Firms? (Part 2)
Wednesday, May 07, 2008
Yesterday's post discussed the problems Laurie is having with her TransUnion credit monitoring service, and the related questions about legal protections when credit companies perform offshore outsourcing. I'd promised Laurie that I'd try to find some answers to her questions.
Meanwhile, Laurie contacted me again:
"I continue to call TransUnion (TrueCredit) and I leave messages for somebody in a managerial position to contact me but I never get a domestic employee. When I ask the phone associates where they are located they tell me they are prohibited from telling me. It's a vicious cycle because there's no mailing address and the potential for online help abuse is the same as telephone support. This is sensitive information I'm disclosing and all my alarms are going off like bells and buzzers."
Yesterday's post covered news reports from 2003 and 2004 about the credit bureaus' offshore outsourcing activities. In 2003, the bureaus promised more openness about their outsourcing plans, but the call center representatives' answer above does not show any openness.
I also checked the Public Policies pages within the TransUnion site. No mentions of outsourcing there, either. Sadly, this site section was very thin regarding content. The little bit of copy on three pages could have easily been presented on a single page. Whatever promises TransUnion made in 2003 about more openness about its outsourcing activities, weren't being fulfilled in 2008.
Next, I looked for TransUnion's Annual Report and 10K filings; documents by publicly owned companies within the USA. TransUnion is privately held, so it is not required to provide these filings which the U.S. Securities & Exchange Commission requires of publicly-traded companies. Hence, it is more difficult to obtain detailed information about a privately-owned company... and any offshore outsourcing activities it might be engaged in.
Difficult, but not impossible. More about this tomorrow.
thanks for the info in this kind of new it gives me a lot of info as ive read it... thanks a lot..
Posted by: Jaquan | Wednesday, May 07, 2008 at 11:55 AM
Well, as long as security will not be a great issue.
Posted by: Outsourcing Philippines | Friday, January 29, 2010 at 06:23 AM
I agree, it depends on where they're going to outsource.
Posted by: Outsourcing Philippines | Tuesday, September 21, 2010 at 11:56 PM