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Latest News

Offshoring call centres can make customers jump ship

by Personnel Today 12 May 2004
by Personnel Today 12 May 2004

Companies
that offshore their call centre operations could be damaging their reputation,
with three out of four people feeling negative about companies who route their
enquiries abroad.

New
research by customer relations company, ContactBabel, also showed that one out
seven people disliked offshoring so much they changed their supplier; usually
insurers or phone companies.

The
survey of 1,800 people said this meant customers who were put through to
offshore call centres were four times more likely to change their service
provider than those who were not.

Steve
Babel, principal research analyst at ContactBabel, said that huge financial
savings could be made by using Indian workers, but businesses should be wary of
the impact on customers.

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"Too
many companies are using offshore contact centres in an unimaginative and
cost-obsessed way, which is alienating their customers," he said.

By Michael Millar

Personnel Today

Personnel Today articles are written by an expert team of award-winning journalists who have been covering HR and L&D for many years. Some of our content is attributed to "Personnel Today" for a number of reasons, including: when numerous authors are associated with writing or editing a piece; or when the author is unknown (particularly for older articles).

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Personnel Today
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