Why Best Travel Brand's Contact Centers Are USA Based

June 11, 2010 - PRLog -- Trase Miller provides premium contact center solutions to some of the biggest brands in the travel industry.  Executives at Trase Miller recently collaborated on and released a research brief (downloadable PDF @ www.trase-miller.com) that discusses the impact of frustrations most all consumers feel when speaking to an offshore contact center.  “The reality is that business leaders that make the decision to outsource offshore do not do their homework completely” said Frank Silzer, General Manager at Trase Miller.  

According to Silzer “A significant analyses was completed by The CFI Group in which they measured and discussed how contact center customer satisfaction impacts the bottom line.  The real bottom line is the research should give considerable pause to those companies that currently outsource with a low cost offshore service provider.”

Highlights of the Trase Miller research brief (data by The CFI Group):

-   Customers who believe they have reached a contact center inside the U.S. are nearly twice as likely to recommend the organization to others, compared to those who think they are speaking with someone offshore (43%).
-   Customers are nearly three times as likely to defect if they are serviced by an offshore contact center (20%) vs. domestic (7%).
-   Offshore agents provide first call issue resolution to just 42% of customers, compared to 68% domestically.
-   U.S. call centers leave just 6% of issues unresolved, while offshore centers are unable to resolve issues for 11% of customers.

“We proudly operate 100% onshore USA and our clients understand the import of investing in customer service ” concludes Silzer.

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Trase Miller provides premium customer contact center solutions to the leisure travel and tourism industry. We handle complex transactions, customer care calls and online support for well-respected travel brands. 100% onshore USA.