There has been a negative stigma associated with outsourcing with some businesses and groups. Their perception – whether founded or not – is often one where poorly trained staff answer calls with the intention to get off the phone with the customer as quickly as possible without regard to whether the incident is resolved. While this might have been the case in some outsource operations, there are many other success stories that indicate great benefits – particularly for technical support roles.
Here are some pros and cons regarding outsourcing for technical support operations:
Ultimately it is the business’ decision on whether to outsource the technical support operations or not. Given the expense of internal staff and the need to leverage those resources to their fullest, many businesses may choose outsourcing as the better option.
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David G. Peterson is a business consultant and author of Handling the Remedy. He has extensive international experience managing projects and operations for large financial institutions. He has worked in North America, Europe, Middle East and Asia skillfully managing business and technical requirements, core systems enhancement and support, merger and acquisition integration's, business process reengineering, off-shoring and outsourcing.