Many major companies have simply not thought this all the way through, the move abroad was driven by cost and not what the customer wants! Many companies have now taken a U-turn by coming back to the UK. This has now been driven by the quality of service that is given first hand, which was obviously not the case when many service providers moved abroad.
Dissatisfaction with foreign call centres has now reached a point where the millions that companies spend on their image is money down the drain. If service is not up to scratch no amount of fancy advertisements will entice a customer back.
But having call centres in the UK is no guarantee of customer satisfaction, and it's risky using the fact to differentiate your company from competitors, like Natwest are doing.
Not all companies think the move was a mistake; things have just needed fine-tuning.
The overseas exploration has also benefited some call centre staff in the UK. As centres were first moved abroad, much was made of the 'battery farm' atmosphere at some British call centres. Aware that happy workers tend to provide better service, many companies are now introducing new improved working conditions such as Hairdressers, Beauticians and Yoga classes.
With a forever decline in the manufacturing market, are we depending on the service industry to provide employment? Possibly as many companies are outsourcing, this is putting a dent in the unemployment figures.
So, should we outsource? Always a difficult question but one that crops up frequently. It may for instance not be necessary to outsource everything but just a certain part of your workload. Outsourcing can help you improve customer service levels, control capital expenditure and allow your company access to the very latest technologies without expensive outlay. It can also help you cope with seasonal and campaign driven call volumes allowing your own staff to concentrate on core activities whilst remaining focused on the job at hand. Naturally this allows for more effective planning of your own in-house skills and resources.
Tarpon make every effort with the quality of service, what is promised, is delivered. Through their business management service, the contractor has one point of contact and there is regular communication with updates on their account queries and contractual status. It is up to Tarpon to recognise problems before they happen, hence a dedicated account manager looking after your wellbeing.
It's Tarpon calling you and not you calling Tarpon!