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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.


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

 
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