Half of outsourcing projects fail

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Somewhat true

Quality drops is possible. Longer hold times is dead wrong. Outsourcing to company that is a call center will surpass any in-house call center. The call center has experience and should be far more proficient. If not you are using the wrong outsourcer. If so, then it falls on the management who decided which outsourer to use.
Getting someone new is not an issue if the proper doumentation is made on the first call. If you want the same person you spoke to early then be prepared for long hold times.

Outsourcing can be very effective. The key is to know who you are outsourcing too.

I work in an outsourcing call center and customers think that we are that company. Most companies do not want the consumer to know it outsources.

Posted by: a1power   Posted on: 11/24/03 You are currently: a Guest | Members login | Terms of Use

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