Quality Care May Not Be Enough for Offshore Contact Centers
CRM Magazine
Customer service-level perceptions are generally positive, but some users dislike offshore support.
By Joshua Weinberger

Despite a long-held belief that the quality of a customer service interaction is what matters most to consumers, two studies reveal that some users are genuinely unhappy with offshore support services -- some because of bad service, but many because of the support location. Studies also show that age may be the single most reliable predictor of who will tolerate overseas assistance and who won't.

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