Re-Thinking Offshoring Call Centers
It had to happen. Once the accountants finished counting all the money that could be saved by outsourcing call centers to 3rd world countries, reality sets in. Yes, the initial costs, from a pure dollars and cents perspective seemed to be a good idea.
The question of something being important only if it can be expressed in a financial terms leads to some very unexpected or unintended consequences. Things like: worse customer service, fewer sales, etc. These are the intangibles that accountants will never be able to understand.