University of Southern Mississippi economic development professor
was recently interviewed on the Cable News Network's popular "Lou
Dobbs Tonight" show about issues related to his latest book
on the call industry.
Dr. David Butler
was interviewed by the show's Lisa Sylvester April 30, concerning
a software company that has opened a call center in Costa Rica.
The program was a feature of the series titled "Exporting America."
a real privilege being able to represent Southern Miss on national
television to highlight my current research," Butler said,
with reference to his latest book, "Bottom Line Call Center
his book is a decade's worth of research on the call center industry,
which includes surveys and interviews with managers, call center
employees, and CEOs and senior vice presidents of companies with
multiple call centers.
In many cases,
customer satisfaction dropped when the company outsourced its call
center overseas. Because the call center is typically a customer's
only means of contact with a company, the success of this connection
is critical to customer satisfaction. "Any company that has
customer interaction with an 800 (toll free) number will eventually
have a call center," Butler said. "Quite often this is
the (customers') only connection with the company that makes the
you can save money with outsourcing, unless you can actually serve
customers effectively they will leave your business and go to another
The call center
industry is still a growth industry in the U.S., he said, comprising
5-7 percent of the nation's workforce in 100-140,000 centers.
and his research on the call industry have also been featured in
articles published in the "Indianapolis Star"; "USA
Today"; "The Sun Herald"; "The Clarion Ledger";
"Mississippi Business Journal"; and by the Associated
Press. He was also interviewed by Neal Conan, host of National Public
Radio's "Talk of the Nation" program and featured on MSN
be in Ireland with 11 graduate students from May 20-June 14 collecting
data on that country's call industry, and he has also been asked
to present at the second annual Offshore Outsourcing Conference
in October in New York City to discuss his research. The Gulf South
Call Center Conference, "Staying Competitive in a Globalizing
Industry" will highlight the findings in Butler's book.
For more information,