Offshoring Customer Impact
created a model to help a FS firm make better decisions
on off-shoring their service center.
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”.
RDI linked satisfaction to
customer spend among those customers who were serviced within the US versus
those serviced offshore.
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.