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Foreign call centres screw up big time
Outsourced call centres are degrading customer satisfaction, a study by Harris Interactive has found.
Consumers who have dealt with foreign call centre agents loath them more than consumers who haven't. This signals that these outsourced call centres do even worse than individual expect.
"Organisations that outsource call centres overseas may also have to contend with damage to their brand and reputation," said the Harris Interactive study.
47 per cent of the adults questioned in the study have less respect for companies that use Indian or other offshore call centres and another 50 per cent doesn't trust giving them financial details, fearing identity theft.
Was there nothing good to mention?
Why yes. A full 4 per cent said that the foreigners were friendlier than domestic agents and 2 per cent found them more helpful.
Photo: Janet Arndt
Tags: offshoring, outsourcing, call center
October 28, 2005 at 01:26 AM | Permalink
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Comments
Does anyone know a website which names comapnies who use overseas call centres. I am keen to avoid doing busniess with such companies as I feel we all should. I would like to name and shame Morethan and Norwich Union Insurance and Bulldog broardband all of whom have provided very poor service due to the lack of understanding theiroverseas call centre staff have
Posted-by: Sam Newbould | 20 Nov 2005 20:22:41
An excellent idea. For consumer choice, we need consumer facts.
Posted-by: Stephen Hartland | 5 Dec 2005 17:59:41
Depends totally upon the organisation hiring the outsourced partner. They need to be really sure about the quality deliverables of their partner. Thorough research by them proves that even they are interested in providing customer satisfaction and not just providing support for the name sake. For outsourcing voice, chat, email or back-office support, visit the website http://callcenter.ramshyam.com
Posted-by: Customer Service | 23 May 2006 13:32:08
Spanish
