Companies warned over moving call centres east_2
7 September 2012
Businesses outsourcing call centre operations to India risk damaging their brands and losing customers through poor service, according to a new report.
A review of UK and Indian call centres, carried out by research firm ContactBabel, shows that although labour costs for staff in India are only one-ninth of those in Britain, UK staff answer 25 per cent more calls per hour and resolve 17 per cent more inquiries first time around.
ContactBabel is one of three companies commissioned by the Department of Trade and...