Although believed to be a cost effective method of response handling andcustomer service, foreign call centres have been the subject of confusion and often frustration, for the average consumer. A recent survey conducted by ‘Yougov’ stated that only 4% of the British public have had a good experience when dealing with call centres. Not surprisingly, half of the subjects interviewed admitted that call centres outside of the UK caused the most aggravation.
Why Outsource Call Centres?
From a business perspective, outsourcing call centre services abroad can seem an attractive proposition, but only at the expense of customer satisfaction. If a consumer has a bad call centre experience, inevitably, they are less likely to use a company’s services again. As most organisations and statistics would indicate, it costs 4-7 times more to attract a new customer, than it does to retain one. Therefore, in an age when services are increasingly consumer driven - efficient, helpful and accessible call centre services, are of paramount importance to businesses.
Amidst this consumer backlash, businesses are reverting to outsourcing their call centre services back within the UK. As a subsidiary of the Orbital marketing group, Orbital Response has 30 years of delivering outsourced UK call centre services and marketing support, to a large and diverse portfolio of businesses. Orbital Response upholds industry accredited standards for internationally recognised brands, offering B2B and B2C services.
Who can provide call services in the uk?
Orbital Response also offers services such as payment processing, fulfilment services, warehouse and distribution, direct mail and account management. These services encompass a range of market sectors including mail order and e-commerce, charities and third sector, sales promotion, publishing, retail, government and manufacturing.
Orbital Response call centre services are located in Ashford, Kent in the UK and specialise inbound call handling, order processing, and response handling. For more information about Orbital Response UK call centre services please visit www.orbital-response.co.uk.