Executive Briefings

Outsourcing Customer Service May Cost You More Than It Saves

More and more businesses are outsourcing not just manufacturing jobs but services ones too. On the face of it, this seems like a smart financial move: By slashing labor costs 25 percent, 50 percent, or more, companies that have had slim profit margins are now able to enrich the bottom line and keep shareholders happy.
Outsourcing customer service, however, is not only unethical. It's bad for business.
Source: BPM Today, http://www.bpm-today.com

More and more businesses are outsourcing not just manufacturing jobs but services ones too. On the face of it, this seems like a smart financial move: By slashing labor costs 25 percent, 50 percent, or more, companies that have had slim profit margins are now able to enrich the bottom line and keep shareholders happy.
Outsourcing customer service, however, is not only unethical. It's bad for business.
Source: BPM Today, http://www.bpm-today.com