Tim Beadle

Bracknell

CEO

This looks very biased to me
Having read the summary report, I'd say that this is somewhat self-serving. One has to wonder who the authors' customers are. Certainly my experience of running call centres is that people care more about getting through and getting the call handled well than they care about where the call terminates. And just because the operator sounds "asian" doesn't mean they're not in the UK!
My guess is that what they have actually measured is service disatisfaction - NOT an inherent objection to the concept of off-shoring call centres.