Is a “flat world” really good for us? Thomas Friedman’s
book titled, “The World Is Flat” has become a well-known – and
often quoted source. It is not unusual to hear someone comment, “Well
you know, the world is flat.” I’ve heard it repeated
on TV, radio and in idle conversations.
I’m not sure I agree that a flat world benefits those
in our country but it sure seems to apply to us. Our digital
electronics, satellites throughout the skies, and buried fiber
optic cables everywhere connect us with that man who answers
the phone saying, “My name is Peggy.” The amusing
ad featuring him ran on TV repeatedly. I thought the ad was
a little odd until one day when I called a local company. The
woman who answered was difficult to understand and when I asked
her name, she replied “Mike.” I was not too surprised;
she sounded like a female but lacked the personality usually
found in conversation with that gender. As a customer with
an inquiry, I thought she was very abrupt, almost rude. I
also considered her almost ridiculous when she asked many
questions
unrelated to the inquiry I was making.
It
seems many companies like Sirius, Comcast, AT&T, Chrysler
and others have replaced telephone operators with “Call
Centers” located in countries all over the world.
I know my cable company, Comcast, uses them because when
I
call with
a problem, the person I reach goes through a list of questions
then recites instructions on how I can make my own repairs.
Recently, I had to locate a Chrysler dealer in an unfamiliar
area. When I called the customer service number, I not
only reached an operator I could not understand, the person
who
answered had no idea how to help me. On another occasion
when calling a large company, I reached an operator who
was obviously
working from home because I heard a crying child in the
background.
If major companies are replacing phone operators AND service
technicians with robot-type call center systems overseas to
cut their cost of operation, why are the savings not reflected
on our bills? Another question is if it is such a savings for
the big companies to use overseas phone lines, why do our personal
calls overseas cost so much? And, how many U.S. jobs have these
outsource connections cost our economy?
A major drive has been put in place to BUY AMERICAN.
I’m certain most of us want to support such an effort.
How do we locate companies that are producing goods 100 percent
in the U.S.? I was shocked and appalled when I read Senator
Carl Levin’s report in a recent weekend edition
of the Tribune. He stated many Chinese parts the
U.S. military
purchases
are used but sold as new. He also said parts were
found to be defective when placed in the weaponry
of our
troops, placing
them in jeopardy.
As
I see it, yes, the world is flat but I’m just not
sure that is good for us. Perhaps we should try to keep our
business on this end of the plateau. I’m sure qualified
people can be found to fill the jobs needed to produce U.S.
products on U.S. soil – and answer the telephones.