Study: Offshore Outsourcing Could Affect Consumer Behavior

Share this content:
Some 65 percent of consumers would change their buying behavior if they learned that a company with which they were doing business used an offshore call center, even if they were satisfied with its customer service, a Purdue University survey found.


The study, conducted by Purdue's Center for Customer-Driven Quality, showed that the "vast majority" of consumers believed their telephone contacts were handled by domestic call centers. The survey of 721 U.S. consumers had an error rate of plus or minus 4 percent.


Patriotism affects American purchasing decisions, the study concluded. However, it also found that for technical support calls, college-educated respondents ages 18-35 were less likely to indicate that call center off-shoring would affect their buying behavior.


close

Next Article in Marketing Strategy

Sign up to our newsletters

Company of the Week

Brightcove is the world's leading video platform. The most innovative and respected brands confidently rely on Brightcove to solve their most demanding communication challenges because of the unmatched performance and flexibility of our platform, our global scale and reliability, and our award-winning service. With thousands of customers and an industry-leading suite of cloud video products, Brightcove enables customers to drive compelling business results.

Find out more here »

Career Center

Check out hundreds of exciting professional opportunities available on DMN's Career Center.  
Explore careers in digital marketing, sales, eCommerce, marketing communications, IT, data strategies, and much more. And don't forget to update your resume so employers can contact you privately about job opportunities.

>>Click Here

Relive the 2017 Marketing Hall of Femme

Click the image above