REL Communications
Home Page
Service Excellence
How You Do What You Do, By Bob Livingston
In The News
Contact Us


Who Knew? Consumers Hate off Shore Call Centers
Jun 19, 2009

As companies continue to evaluate their customer relationships in coming through this consumer driven recession, the focus is shifting to how they do what they do ( Service).  The Contact Center Satisfaction Index , which feeds off the University of Michigan's American Consumer Satisfaction Index, reports that " consumers are twice as likely to recommend a company whose call center is located in the US and three times more likely to defect if it is based "off-shore."  Overall satisfaction gained 3%, ( 74 out of 100) and while still a long way from ideal, critical service driven sectors; cable, satellite TV, cell phones, insurance companies, retail and yes even banking posted consumer a satisfaction gain of 11%.  Sadly in many instances call centers are customer service solutions in the US.  They continue to be an imperfect solution in that these solutions minimize personal interaction. 

High unemployment is one contributing factor to these service improvements, in that there is a higher caliber person available, and turnover is lower among the call center associates. The more compelling and encouraging reason for improvement however suggests the resurgence of concern and caring for customer relationships.  Sadly some companies are driven by self serving fear of losing more customers, but others out of a realization that the key to long term retention and loyalty.  The latter holds the key to long term stability in our economy.

Subscribe RSS Feed

In The News Subscribe to RSS Feed 
 > Getting Better at Getting Better  
 > The Retail Service Quality Index  
 > Southwest Airlines' "bags fly free" stra...  
 > The Customer is Always Right  
 More >>  
How you do... What you doŽ  

How you do... What you do gives us hope in what is perhaps the most comprehensive book published in awhile on the topic of transforming your culture into one that is renowned for Service Excellence. 

"How You Do What You Do", by Bob Livingston

  ©Copyright 2008. REL Communications. All Rights Reserved.  
home | service excellence | the book | consulting | in the news | lectures | testimonials | about | contact | privacy policy | careers