Study Reveals Customer Service Outsourcing Woes

Study Reveals Customer Service Outsourcing Woes

By Jennifer Gladstone

The Brits are getting hip to the fact that outsourcing is a customer service nightmare! The Centre for Economics and Business Research (CEBR) conducted a study that revealed 69% of people are utterly fed up with being stuck on hold thanks to outsourced call centers.

The study found people wasted 45 million hours on the phone trying to solve problems. Millions of people were so frustrated that they said they wanted to change service providers for banking, phone, power and even insurance. Some people even gave up on changing providers because the process of getting through the phone maze to do so is just impossible.

The company showing up on the bottom of a bunch of customer service surveys is BT Group, the holding company for British Telecommunications. In fact, in 2015 they were named the company with the worst customer service in Britain. Many believe this slip started back in 2003 when BT moved much of its service operations to India. In the process they cut 2,000 customer service jobs. The goal was to save money. To say it backfired is an understatement. BT just announced it will be hiring 2,000 people in the UK to try to fix the mess.

This is just one of many examples of troubles caused by outsourcing customer service, and supports EBI’s theory that all customer service should be based in the USA. When you call EBI for help, you get a real person — and your issue is usually solved on the first call. Sorry for the shameless plug; we try not to do that too much in the blog. But sometimes we just can’t hold back our pride in our customer service. Think it’s too good to be true? Give us a call and find out!



About the Author

Jennifer Gladstone

Jennifer Gladstone

Jennifer Gladstone is a news anchor and journalist with more than 20 years of experience in front of the camera. She's worked in several markets, large and small, and has performed nearly every task needed in a newsroom. As EBI’s Screening News Editor, she keeps EBI’s customers and blog subscribers up to date on the latest screening news and legislative alerts affecting companies of all sizes.

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