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Britons prefer UK call centres

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Published Date: 27 August 2007
MORE than nine out of ten Britons hate dealing with foreign call centres, research has revealed. And more than half claim they would ditch a company if it announced plans to move its call centre work abroad.
Research by Nationwide Building Society found that 93 per cent of people want calls to be handled by operators in Britain.

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1

bill inch,

27/08/2007 02:39:51

DOH!

2

SouthernSkye,

27/08/2007 06:20:11

I wonder how much this wee gem of logic cost to investigate?
#1 Bill....I agree.....DOH !

3

The Strategist,

27/08/2007 07:31:51

Pretty darn obvious I would have thought but is it because of a distaste for globalisation or a distaste for foreigners? If the former then why no protestations against selling MGRover to the Chinese or the general over reliance on foreign manufacturers?

4

Justin,

Ayrshire 27/08/2007 08:46:54

Another pseudo survey that tells us what we know and, co-incidentally, the results suit the company that commissioned it! When will newspapers learn that this is not news and is a scam for free publicity? Or have they already learned, but are too lazy to care?

There's a great little site at ukcsi.com showing proper research on customer service.

5

Jeff, Surrey,

27/08/2007 10:48:23

#3 Dick - Well named.

Neither of those generally.

It is simply that speaking to overseas call centres is a painful process usually in trying to get anything sorted out.

UK operators are just far more in tune with UK customers and within seconds generally both know what is happening and how to relate to each other.

Talking to India etc is like talking to a computerised system. However polite they are, it is still a battle to cut through the chaff and get to the point.

6

Chris Harrison,

27/08/2007 14:10:01

DOH Indeed. What's the next question going to be? Do people in the UK prefer Lamborghinis to Ladas?

Companies use non-UK call centres because they are cheaper and most of the savings are passed on to their customers. "How much extra are people prepared to pay to have a UK call centre?", would have been a more useful question.

7

Guga II,

Rockall 27/08/2007 14:49:59

#3 It has nothing to do with a distaste for foreigners, it has to do with being able to understand some very strange accents. Many of the Indian call centres, for example, are even more difficult to understand than English call centres.

8

Conan,

Here 27/08/2007 20:29:36

#7 - Achyuraffyurheidladdiethursnaetrubleunderstandinga ScoatsminfuttheyspakeInglishjistasitwuzspokecenturizago.


 

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