What would prompt your organization NOT to outsource call center operations offshore?
Empowering contact center excellence for 30 years!

What would prompt your organization NOT to outsource offshore?

A recent ICMI Quick Poll revealed that many contact centers would opt not to outsource as a result of customer sentiment.

Those in the contact center industry get it. The quality of interaction and service call center operations provide is a key factor in how organizations are perceived by the public. An impressive 65% responded "Customer sentiment/backlash", followed by "Neither - You just can't beat the cost benefits of offshoring" with 24% and 11% who answered "Government-imposed financial penalties."

Read recent offshoring articles on icmi.com:

CEO’s Take On Offshore Call Centers
Penalties Loom for U.S. Firms that Outsource Call Centers Offshore
Offshore Call Centers: Customer Sentiment and the Cold Hard Truth



Topics: Global Service Delivery, Site Operations

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QuickPoll

On average, how much time do your supervisors/managers spend coaching their team of representatives?

1-5 hours per week
6-10 hours per week
11-15 hours per week
16-20 hours per week
21 or more hours per week
More Polls