Mark Stanley argues that companies celebrating the return of call centers from overseas may be premature. While customer satisfaction ratings have improved for some companies bringing jobs back, there are important questions about the reasons for originally outsourcing, the decline in satisfaction with foreign workers, and the true cost of the experiment. Most importantly, the real reasons for increased satisfaction ratings need to be understood to avoid a quick plateau. Customer satisfaction alone may not be the best measurement, as other metrics like customer effort correlate better with reducing churn, negative word-of-mouth, and increasing repurchase and spend.