WSJ: Customer Satisfaction Affected by Offshore Outsourcing

Despite reports of language barriers & the negative connotation of exporting jobs, the outsourcing industry continues to grow mainly because of its low...

cost to businesses. However, the WSJ has reported that consumers are displeased with outsourced customer service whether it is domestic or overseas.

Ways to make consumers more accepting of outsourced customer services include making sure the customer service providers have the information and authority necessary to help. Taking advantage of current technological trends is another way companies can heighten the popularity among customers. The study overall showed that offshoring back office work did not have an effect on customer satisfaction.

Source: http://online.wsj.com/article/SB121441852405104029.html?mod=relevancy