January 11 2008 by Ellen Roseman
Bell and Dell paved the way in using Indian call centres. Now, one of the Big Five banks is trying an experiment.
A reader notified me of this pilot project and I confirmed it with a TD spokeswoman. I’ve posted both emails below.
This raises issues of possible job losses in Canada, the privacy of personal information and the ability of people located in a far-off country to understand and explain sometimes complex Canadian banking rules and arrangements.
In an earlier controversy about outsourcing by Canadian banks, the Toronto Star ran a story in 2004 about CIBC and RBC outsourcing the management of their credit card operations to a U.S. company, Total System Services Inc.
As a result, Canadian cardholder information could fall under U.S. legislation, such as the U.S. Patriot Act, enacted after the Sept. 11, 2001, attacks, greatly expanding the powers of the Federal Bureau of Investigation.