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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 OffshoreOffshore Call Centers: Customer Sentiment and the Cold Hard Truth
ICMI is considered the authority on contact center performance excellence. We offer comprehensive resources for customer management professionals - from frontline agents to executives - who wish to improve customer experiences and increase efficiencies at every level of the contact center.
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