The question has been debated for the better part of the last decade. "Does it make sense to send your customer service call center off shore?" It certainly made cents to do so. With lower labor and operating costs, the off-shoring craze saved a ton of money to the bottom line.
But, what is the cost in customer satisfaction? Some companies learned that the cost of customer ire was not worth the savings.
Now, there is more evidence that there is a specific, calculated cost in customer satisfaction when U.S. customers perceive that a call center is off-shore.
Does this mean that off-shoring never makes sense (or cents)? No. One answer does not fit all in this debate. Nevertheless, there is more warning than ever that companies should calculate the cost of lost statisfaction while they are calculating the savings in operation budget.