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A new survey finds that outsourcing customer service - whether to offshore providers or domestically - typically causes a "significantly negative" impact
A new survey finds that outsourcing customer service - whether to offshore providers or domestically - typically causes a "significantly negative" impact on customer satisfaction. But the study's authors still contend that despite widespread bad press, off-shoring customer service can work if done right. What are the main problems arising from outsourcing customer service functions to offshore providers?
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