TechTarget

Brits prefer onshore call centres

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.

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 >>

Comment on this article: e-mail computer.weekly@rbi.co.uk

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