"Finding the Balance: The Effect of Offshore Customer Contact on Profit and Brand"

This report contains results of interviews with 1,008 UK adults, analysing their knowledge, attitudes, experience and reactions towards the offshoring of customer contact. From interviews carried out by top market research company ICM Research, the report looks in depth at what customers are thinking – and, more importantly, doing – about companies which offshore their customer service or sales functions.

The results are segmented by customer gender, age, socio-economic group and region to provide businesses with clear and actionable information about how separate elements of their customer base are acting.

Implications for insurers, banks, airlines, credit card companies, telcos and utilities companies are detailed, along with examples of how offshoring is financially affecting each type of business, for better or worse. The report also gives clear and urgent recommendations on how to make offshore customer contact more profitable for your business and more popular with your customers.

This report costs £350 + VAT  and is available electronically in PDF or Word formats.

If you would like to purchase a copy, please call on 0870 770 3337, email sales@contactbabel.com or download full details of how to order.

You may download the executive summary and full details of the report free of charge by right-clicking on these links and following the instructions.