The hoped for benefits did not materialize as expected and a customer backlash in some cases has made the ventures less than ideal. Organizations pursuing offshore outsourcing strategies must not forget to factor in customer service and compartmentalization of activities.
Poor Customer Service
Offshore outsourcing – often called “offshoring” – can appear attractive from a number of perspectives. The relentless pressure to reduce costs is often a prime motivator and organizations may also hope to regain agility, bring in new skills, move closer to global customers and so on. While offshoring may bring these benefits, it is very important to remember to apply a holistic systems approach versus fixating on benefits in a limited number of areas. If the primary motivator is to reduce costs associated with taking calls in the United States from domestic users, it is extremely important that customer service not be overlooked.
