Executive Briefings

Local Call Centers Cost More, But May Be Worth It in the End

It's no secret that there's something of a consumer backlash against offshore call centers. Some companies, including Dell and US Airways, have even pulled some of their call center work back to the U.S. after complaints from customers about everything from foreign accents to the quality of support.
Now some British companies are taking it even further. To woo consumers frustrated with overseas customer service companies such as energy supplier Powergen and Royal Bank of Scotland subsidiary NatWest are running advertisements highlighting the fact that they use only call centers based in Britain.
They're betting that the substantially higher cost of operating call centers in Britain will more than pay for itself with better customer satisfaction and retention.
Source: CRM Buyer, http://crmbuyer.com

It's no secret that there's something of a consumer backlash against offshore call centers. Some companies, including Dell and US Airways, have even pulled some of their call center work back to the U.S. after complaints from customers about everything from foreign accents to the quality of support.
Now some British companies are taking it even further. To woo consumers frustrated with overseas customer service companies such as energy supplier Powergen and Royal Bank of Scotland subsidiary NatWest are running advertisements highlighting the fact that they use only call centers based in Britain.
They're betting that the substantially higher cost of operating call centers in Britain will more than pay for itself with better customer satisfaction and retention.
Source: CRM Buyer, http://crmbuyer.com