How to make customers happy: Study evaluates call centers

Are you having trouble with the dishwasher? Or with a computer, that doesn't work as it should do? Or with an incomprehensible instruction manual for the new book shelf? No problem – there is a service hotline for cases like these after all. But if you call them, in most cases you won't be able to talk to someone close by, but you will be transferred to a call center abroad instead. To cut costs many companies have not only moved their production units, but also their customer services departments to cheaper offshore locations.

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