Study: Offshore outsourcing dings customer satisfaction; Taking back office offshore ok

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By the same token...

...who are the "customers" of the "back office" people? Yeah, the CSRs. You keep them in house but outsource the "back office", and all you've accomplished is a slight shift of the dissatisfaction - your CSRs are going to be dissatisfied with the 2nd-level interactions to your back office. Why the insistence on outsourcing at all? Address the real problem! Your biz is either growing (good products/services), or it is not. If you need to cut every nickel and dime by outsourcing, it's pretty clear that you are not in it for the long haul anyway. Quit band-aiding things.

And from the perspective of the American worker...I am sick of the pointy-haired, multi-millionaire, megalomaniac, egotistical execs thinking that outsourcing can possibly be good for the company in the long haul. The era of the quick stock option profits is drawing to a close. Time for sound biz practices and investment in your own people!

Posted by: techboy_z   Posted on: 07/07/08 You are currently: a Guest | Members login | Terms of Use

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