Topic: outsourcing
Oftentimes, businesses target their customer service departments as costs to be eliminated (to which I agree to an extent). Customer service costs, however, are tied to quality, rework, pride in product, employee turnover, and a myriad of other variables. Would you agree?
How difficult is it to get this concept across to management, whose intent is to reduce customer service costs? Any experiences to share?
Would the organization be better off targeting the reduction of these other variables, the root cause of customer service costs, versus the customer service department, per se?