Outsourcing all or part of a company's customer service operation may help to lower costs with a better focus in-house resources. But, acording to me, as it is well explained in a ZDNET article : 'executives who hire an outsourcer to make customer service problems "Go away" often find that the projected cost savings are quickly swamped by increased customer dissatisfaction and expensive customer attrition.'So maybe the effective outsourcing means eliminating the service gap by intelligently and actively managing outsourcing relationships.
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