Research from analyst firm Mintel has cast a shadow over
offshore call centres as it revealed a massive
82% of UK consumers do not want to talk to
overseas call centres about their finances.
Furthermore 77% of Brits would rather deal with companies that
only have call centres based in the UK.
This revelation follows research last week, by
business process outsourcing firm Syntel, that
wage inflation in countries such as India was the biggest threat to
the outsourcing market.
According to Mintel: “Although there are a number of advantages
that are commonly associated with moving call centres offshore,
such as reducing operating cost and a plentiful supply of highly
skilled labour, [our research] shows that
concerns about talking to call centres abroad
are running high amongst British adults.”
About four out of five respondents were worried
misunderstandings occurring and three quarters had security
fears.
For businesses looking to cut operating costs to increase
competitiveness the finding reveal little advantage. Less than 29%
said they were happy for their financial provider to use an
overseas call centre, if it meant cheaper products or better
rates.
Outsourcing megadeals dry up >>
Call centre creates 320 new jobs in the North East >>
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