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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
28 Oct 2005
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