Relocate Call Centres To Enhance Customer Service

British businesses with foreign-based contact centres should transfer these operations back to the UK in order to improve customer service. Santander Wholesale has decided to return its contact centre functions from India to Britain after consistently coming last in a number of banking surveys relating to customer service satisfaction. When the high street bank first established call centres in Bangalore and Pune it experienced a growing number of complaints from customers who became dissatisfied with the quality of service they received. British contact centre employees are considered to be more loyal and efficient than their Indian counterparts because there are lower levels of staff turnover in the UK which allows them to better understand organisational processes. The longer an employee stays with an organisation, Iphone Accessories the greater the opportunity there is to receive training to improve their performance and there is also more time for them to appreciate the Wholesale Women Clothing company's culture and mission statement. At the same time as improving customer service, British businesses may want to relocate their call centre operations as a cost-cutting measure because foreign wages are almost on parity with UK salaries. There is no longer the same financial incentive to transfer departments abroad due to the rising wages of foreign workers and the overall overhead costs of establishing offices abroad. British businesses can also boost their reputation by offering UK-only call centres because this will demonstrate they are stimulating the national economy through job creation in a time of economic uncertainty. Investing in the UK is great PR for a business and it also shows that they are genuinely attempting to improve customer service after listening to the concerns of their consumers. It is important that organisations act fast if they are considering changing their call centre operations because they do not want to be seen as the last business to provide cheap offshore customer care. People are more likely to take their custom elsewhere if they do not feel like they are receiving acceptable levels of service and this lack of loyalty can serious damage businesses in the current economic Wholesale Android Phones climate. If an organisation is serious about improving customer service, then it should employ performance improvement consulting experts to apply systems thinking theory to its processes. Systems thinking theory enables a business to view its processes from a customer's view point which helps them examine how to improve the value consumers experience when interacting with an organisation.