Another potential drawback of a shared-service center is:

• A. Depersonalization
• B. Increased customer satisfaction
• C. Faster issue resolution
• D. Higher staff flexibility

Answer: (A)

A central idea is that centralizing services can streamline operations and ensure consistency, but it can also erode the personal touch in interactions. Depersonalization occurs because a shared-service center often handles high volumes with standardized processes, scripts, and limited access to a customer’s unique history. This can make customers feel like they’re interacting with a generic system rather than a person who understands their specific context, which reduces perceived empathy and personalized service. By contrast, the other outcomes describe benefits typically associated with such centers—more consistent service to boost satisfaction, faster resolution through streamlined workflows, and greater staff flexibility by reallocating resources where needed.