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Article: VIEWPOINT: Why Indian summer is drawing to a close.(Call centres in europe play a significant role in the development and enhancement of their brand)
- Article from:
- Precision Marketing
- Article date:
- May 12, 2006
CopyrightCOPYRIGHT 2006 Centaur Communications Limited. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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In the rush to outsource, many firms failed to see the potential of call centres to make or break a brand. When protracted dialogue is needed, both parties must be on first language terms
Well, the soothsayers predicted it a long time ago - in fact, at about the time that companies initiated the removal of their call centres from Europe to the subcontinent.
But it did not take a visionary to foresee that call centres based in countries like India would soon falter; that consumer satisfaction would plummet; and brand values be sorely dented.
However, few would have expected to hear the latest research that confirms the staff churn rate at ...