Which of the following is not a reason some US companies are moving their call center operations back to the US?

Which of the following is not a reason some US companies are moving their call center operations back to the US?

(A) Improved customer service (B) Increased costs of operating overseas (C) Lower costs of operating in the US (D) Increased government regulation of offshore call centers (E) Decreased demand for customer service

Answer: E

Explanation:

All of the other options are reasons why some US companies are moving their call center operations back to the US.

• Improved customer service: Customers often prefer to speak to a call center agent in their own country, and US-based call center agents are generally better able to understand and respond to customer needs.
• Increased costs of operating overseas: Wages and other costs of operating in countries like India and the Philippines have been rising in recent years, narrowing the cost advantage of outsourcing.
• Lower costs of operating in the US: The cost of labor in the US has decreased somewhat in recent years, making it more affordable to operate call centers domestically.
• Increased government regulation of offshore call centers: Some governments are cracking down on offshore call centers that engage in fraudulent or deceptive practices.

However, decreased demand for customer service is not a reason why companies would move their call center operations back to the US. In fact, the opposite is true. Customers are demanding better customer service than ever before, and US companies are realizing that they can better meet those demands by operating their own call centers.