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Study shows customer satiisfaction drops when US companies offshore call centers
Posted: 12-Oct-2004 [Source: Nuasis Corporation]

[Nuasis contends that VoIP technology provides an alternative to offshoring call centers to control costs.]

Mountain View, Calife. -- Nuasis(TM) Corporation, the IP contact center company, today announced results of a national study commissioned with Issues and Answers Network, Inc. that examined consumer preferences in dealing with customer service call centers offshore. As U.S.-based businesses attempt to control costs by offshoring these centers, could these companies also be compromising customer satisfaction? The study findings concluded:

* 86% of U.S. consumers prefer that they speak with a customer service representative based in the U.S. * 72% of U.S. consumers believe that a U.S.-based customer service agent will provide better service than an agent based overseas * 69% of U.S. consumers are concerned that overseas customer service agents have access to their personal information

Meeting customer expectations can be directly linked to customer satisfaction with a company. Customer satisfaction translates into customer loyalty and willingness to continue to do business with the company the customer is most satisfied with. Based on these statistics, offshoring customer service jobs may be compromising customer satisfaction which could result in loss of loyalty, loss of customers.

U.S.-based companies are motivated to move jobs offshore to control costs. Nuasis contends that VoIP technology provides an alternative to offshoring.

VoIP gives companies the flexibility to control costs by networking multiple call centers across the U.S. Nuasis estimates that an average company with three VoIP-based call centers networked together with 100 agents located at each site can save more than $4 million in the first year of deployment.

With VoIP, offshoring of U.S. call centers is not the only choice to control costs. Likewise, with VoIP cost effectively keeping call centers onshore, U.S. customer service expectations can be met.

About the Study

A series of questions were included in a bi-weekly, Internet Omnibus study that queried more than 1,000 U.S.-based consumers, ages 18+. The study was fielded nationally during the week of September 20, 2004.


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