Interesting article from The Register this week – a major UK energy company is looking to “re-shore” it’s customer contact center. This is excellent news, companies are starting to see the effect of the backlash from customers at having to deal with off-shore call centres.
So along with Natwest, who use their UK call center as a marketing point in their advertising, now we have Powergen reversing the trend.
On top of that, a major Indian outsourcing company is creating a call-center in Northern Ireland, so that companies can still outsource, but not send the work to India.
Hopefully this is the start of the reversal of the off-shoring trend, and seeing sense that customer satisfaction comes above the lowest cost base. There’s no point having a low cost base if your customers start leaving in droves because the quality of care isn’t there any more.