Call Center Location Choice
July 24, 2007 · Print This Article
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You have heard this same story many of times…
Both UK and US customers are not satisfied with call center outsourcing offshore.
I found an interesting article at Business Week, Luring Customers With Local Call Centers, by Mark Scott.
His subtitle…"Finding that the cost savings of offshoring are offset by losses in client retention and satisfaction, British companies are moving support operations back home", says it all.
This is an interesting article.
Here is another excerpt…
Luring Customers with Local Call Centers
It's no secret that there's something of a consumer backlash against offshore call centers. Some companies, including Dell (DELL) and US Airways Group (LCC), have even pulled some of their call center work back to the U.S. after complaints from customers about everything from foreign accents to the quality of support.
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