Effect of outsourcing on customer satisfaction in call centers

ABSTRACT EFFECT OF OUTSOURCING ON CUSTOMER SATISFACTION IN CALL CENTERS The study will focus on the results of the customer satisfaction in call centers that is mainly outsourced. A customer satisfaction research that is studied in order to measure customer satisfaction and see relevant problems, this research is done by an independent research company, which has results from 875 different customers of a telecommunication company. The company that is studied has call centers in 9 different locations, 8 of these locations are outsourced and one of them is in-house. According to the research, the main score and the scores of each location is higher than expected. On the other hand, in-house call center hand has higher scores both in October 2017 and annually than other locations.