We have all been there – endless hours spent on hold, irritating music blasting in our ears, innumerable call options to listen to and when you do at last get through, for many the final straw has to be speaking to an operator who is based on the other side of the world. Latest research from MINTEL finds that, when it comes to their personal finances, the overwhelming majority of consumers (82%) would rather not speak to someone in an overseas call centre. Although there are a number of advantages that are commonly associated with moving call centres offshore, such as reducing operating costs and a plentiful supply of highly skilled labour, MINTEL’s exclusive consumer research shows that concerns about talking to call centres abroad are running high amongst British adults.

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