Study: Offshore Outsourcing Could Affect Consumer Behavior

Share this article:
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.


Share this article:
You must be a registered member of Direct Marketing News to post a comment.

Sign up to our newsletters

Follow us on Twitter @dmnews

Latest Jobs:

More in News

SAP Names New CMO and First CDO

SAP Names New CMO and First CDO

Maggie Chan Jones, who helped Microsoft transition to the cloud, takes over from new chief digital officer Jonathan Becher.

Toshiba Business Solutions Names Melo CMO

Toshiba Business Solutions Names Melo CMO

The 23-year content management veteran will lead new product and service development.

The Risk of Taking Email Full Throttle: Answers

The Risk of Taking Email Full Throttle: Answers

As VP of marketing for the fledgling Targeted Outreach, Tony Smith's charge was to help grow the company—but his gut felt he was walking the ethical line. How should he ...