Customer Experience News & Trends

Don’t do it: One way to hurt customer satisfaction

Here’s one thing you can do that will almost always hurt customer satisfaction and loyalty. Get a call center offshore to help your customers.

Customers know when their help is coming from an outsourced, offshore contact center – and for the most part they aren’t happy about it, the CFI Group’s Contact Center Satisfaction Index just found.

When customers thought they were getting help from an agent overseas, only 58% were satisfied. When they thought the help came from someone in the U.S., 79% were happy with the experience, researchers  found.

So now, many companies that sent Service offshore in recent years – and saw customer satisfaction fall – are bringing it back.

How? They’ve hired agents to work from home. And many companies say it’s just as economical as outsourcing to lower-paid offshore agents.

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