Companies with offshored customer contact centres need to make them more profitable and more popular with customers, revealed a report from Research and Markets.
The survey found that 74% of UK customers who had personal experience with offshore customer contact centres now felt more negative towards the company providing the offshore service, than before they used the service.
In addition, it said customers who had experience offshore customer contact were more than four times more likely to change their supplier than those who had no direct experience of offshoring.
According to the company, last year 7.3% of the UK public changed supplier because of the previous supplier's use of offshore contact centres.
Research and Markets also said 42% of customers were less interested in sales calls when they came from outside the UK.
The report “Finding the Balance: The effect of offshore customer contact on profit and brand” is available from Research and Markets.
