The hidden cost of outsourcing

Outsourcing customer service may seem like a bargain, but it can cost you some of your most valuable clients.

(Business 2.0) - Dell (Research) tried it, then reversed course. Capital One (Research) gave up as well, and so did JPMorgan Chase (Research). All came to the same conclusion about their attempts to farm out front-line customer-service jobs to outside contractors: The hidden costs far outweighed the potential savings in labor expenses.

Read Complete article at :

http://money.cnn.com/2006/03/01/magazines/business2/costofoutsourceing/index.htm

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