Offshoring and the impact on customer service
Published on: July 13, 2011
Last weekend the British arm of banking giant Santander became the latest company to announce plans to return its international contact centres to the UK. The aim is to improve customer service, after previous poor performance was highlighted by the industry ombudsman.This is obviously good news for the 500 new UK staff taken on to handle the estimated 1.5 million calls that will now be &lsq...