July 25, 2007
Customers rate offshore call centers 26 points lower than their onshore counterparts according to a recently released Satisfaction Index Study, conducted by the CFI Group.The study found that customers who think the contact center is located outside the U.S. rate their satisfaction lower (26 points lower on a 100-point scale) and are almost twice as likely to defect.
“Offshoring has a negative impact on satisfaction because offshore customer service reps are less adept at solving customer problems and are rated lower on communication skills,” according to the study’s author, Sheri Teodoru, Program Director at CFI Group.
