Has customer satisfaction been affected by the offshoring trend of call centres in the British insurance industry?

Abstract

This study was conducted to research that has the offshoring trend of call centres affected customer satisfaction in the British insurance industry. The main theories used in addition to satisfaction were loyalty, ‘word of mouth’ and outsourcing. There are few reasons to choose the UK insurance industry as the study subject; the importance of the industry as well as the recent media attention the offshoring trend’s customer satisfaction has received. The companies started the offshoring trend in around 2002 and until 2008 the trend has shown no slowing down despite the small U-turns some companies have done.