Moving offshore
Outsourcing certain operations - in particular call-centres - to a foreign country may make financial or strategic sense but as some companies have discovered, customers have a poor perception of such offshore operations and are starting to vote with their feet. Liz Booth reports
"Irreparably damaging" and a "deep level of mistrust" - harsh words indeed to describe the concept of running a call-centre from an overseas base. But these were the words that came from a recent survey by Performance House into the customer perception of offshore outsourcing. The survey was commissioned by outsourcing union Amicus and unveiled a deep level of mistrust of insurers, among other financial services providers, following the Enron scandal.
Survey respondents said companies were not
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