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Offshoring Customer Impact

RDI created a model to help a FS firm make better decisions on off-shoring their service center. 

FINANCIAL SERVICES

Challenge

Many companies can save significant money by off-shoring their service.  RDI cautioned one company about doing that and conducted a robust analysis to identify the true “savings”. 

Evaluation

RDI linked satisfaction to customer spend among those customers who were serviced within the US versus those serviced offshore. 

Results

RDI was able to provide the minimum drop in satisfaction by offshoring where the company was no longer saving money.  The company was able to hold their offshoring contractor accountable for maintaining a certain level of satisfaction.  This was also leverage for the service center’s strategic vision and CSR training and compensation.