Call Centre jobs return to UK
Mon 19 February 2007
In a recent report the BBC investigated a business trend going into reverse - call centres outsourced overseas are being increasingly brought back into the UK. In recent months a number of large organisations have brought at least some of their call centres back into the UK, including the AA, Powergen and Norwich Union.
Claudia Hathway, editor of Call Centre Focus (CCF) magazine: "Many companies just didnt think the move through," she says. "It was all driven by cost, not the customer. But whats the point of saving money when a poor phone call is the first-hand experience of the quality of service. If it is a bad experience, people are not going to buy."
Language difficulties and mis-understandings are the biggest issues faced by customers of overseas call centres, but the focus on the lowest cost option has caused longer waits and reduces the time an operator can spend building a relationship with the customer.
Synergy Connections offers inbound and outbound telesales and customer service, run from offices in Hampshire. They have handled projects from small start-ups to FTSE 100 companies. "We have always focused on ensuring the quality of the call first," says Gill Curran, Managing Director "giving our operators the time to both build a rapport and establish the callers needs is vital to the success of any project."
For more information on the services Synergy Connections offers, please see www.synergyconnections.co.uk.
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