In a recent speech to the Policy Exchange, UK employment minister Chris Grayling argued that firms should repatriate their overseas call centres to boost the number of jobs available in the UK.
His comment have now been backed by Andrew Gilbert, managing director of Node4, who said overseas call centres are a "false economy" when customers are dissatisfied with customer service staff that do not match their expectations.
He said that customers now expect their experience to be smoother and to have their queries handled by the right person without being "passed from pillar to post".
If companies have the tools to facilitate this without having to pay for the costs upfront, there will be no need for overseas centres that are quickly falling out of favour, Mr Gilbert explained.
"Customer demands have changed drastically over the last few years and so must the way they contact customer service departments. At a time when there is the requirement for improved customer service and a need for jobs in the UK, this presents a fantastic opportunity to take action," he added.
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Posted by John Oak and Wayne Bly
Source: The Sales Director News
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