(CFI Group: Ann Arbor, MI) -- The fourth-annual Contact Center Satisfaction Index (CCSI) from the CFI Group finds that offshore contact centers not only score 27 percent lower in customer satisfaction than those based in the United States; they score lower in every category, from first-call resolution to customer service. U.S. corporations may be getting the message because the percentage of consumers being funneled to call centers located in a foreign country declined for the second straight year. This year, only 9 percent of consumers reported that their most recent call center experience was handled by an offshore agent, down from 15 percent in 2008—a drop by nearly half in only two years.

“The decline in offshore call centers shouldn’t come as a surprise,” says Sheri Teodoru, CFI Group’s CEO. “Offshore agents not only serve as fodder for late night comedy sketches, they’re a painful reminder that American jobs continue to be outsourced during a period of high unemployment.”

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