TITLE

Offshore Customer Service Outsourcing Falls Short

PUB. DATE
May 2005
SOURCE
Business Communications Review;May2005, Vol. 35 Issue 5, p6
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article reports on the projection from Gartner Inc. that over the next three years, 80 percent of organizations that outsource customer service and support contact centers for cost reasons will fail to meet their goals. Nevertheless, customer service outsourcing will grow by more than 45 percent for both offshore and in-country projects between 2004 and 2007, the market researchers project. Gartner found that less than 2 percent of the customer service outsourcing market this year goes to offshore operations, and anticipates that this figure will rise to less than 5 percent by 2007. Gartner also predicts that to 2008, 60 percent of organizations that outsource some portion of their customer-facing process will lose customers and incur hidden costs that outweigh the benefits of the move.
ACCESSION #
16971659

 

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