Ninety-five per cent of senior management want to keep at least some call centre operations in the UK, research commissioned by Intervoice has found.
Seventy-six per cent had a negative perception of the quality of service offered by offshore call centres.
Ten per cent said off-shoring was a long-term answer to the increasing wage demands, staff turnover and absenteeism that have undermined competitiveness of UK facilities.
References: Financial Times 25/05/04 page 5
