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20 JUL 2007
A recent study on call center satisfaction suggests companies may need to move off-shore call centers back to the US to satisfy demanding consumers. Customers polled who thought a call center was located outside the US rated their satisfaction level with the call center experience 26 points lower , and were almost twice as likely to defect , than those who assumed the call center was in the US.
You just read:Report Shows Customers Want to Speak With American-based Call Centers by Chris Beauchamp
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Is this consumer feedback report really a shocker? Common folks, anyone of us that purchases hot transfers from companies in their line of work has experienced the off-shore service level. Or think back to the Dell days when you needed asssitance replacing a battery, etc. East India, the Phillipines, Rhodesia, etc. they’re all the same, the level of phone quality, staff quality suffers to some extent. OF COURSE we all prefer our call centers to be domestic based. LOL Seriously though, how about call centers based in Canada, the recent trend to place centers in Canada was brilliant, lower costs but still a high quality staff, low pricing, etc. More to come?