Half of outsourcing projects fail

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I've been on both sides

of the outsourcing world and to be honest I really don't think you can save money with it. The quality of support certainly drops and delays increase. You do save some headaches with hiring, but you pay the price of having to rely on what the contractor considers a good employee. I've also found that most contracted employees are disgruntled and always looking to break in to the company. If you're talking phone support then it gets even worse because of even higher levels of dissatisfaction on the other end of the line. Top it off with the fact that you always get someone new every time you call, so developing relationships is impossible. I find myself repeating the information about who I am, why I am calling, where I left off, constantly telling them "I already did that with so and so". I find that one in-house person is worth ten outsource people just in relationship value.

Posted by: Arrg   Posted on: 11/21/03 You are currently: a Guest | Members login | Terms of Use

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