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

Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
More Polls