E-MailSmart Sourcing: Myths, Truths, and Realities
During the post-dot-com era, many companies have considered outsourcing a most effective approach to their cost reduction efforts across the enterprise. In this regard, offshore outsourcing may have been mostly conceived as a "silver bullet" solution for achieving quick return on investments while reducing the total cost of ownership. However, a number of companies are realizing that offshore outsourcing is not necessarily the most cost-effective option anymore. For example, a US-based financial company that had offshored its call center and customer care functions decided to bring them back to a state in the US Southwest to improve the quality of response and to eliminate the language barriers. As a result of this change, the company reduced the number of complaints regarding its customer service and improved its customer satisfaction level significantly.
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