Is Outsourcing a Cost Disadvantage?
by CRM Magazine

A new report indicates that call center outsourcers on average create a higher cost-per-customer interaction.
by Jason Compton

A new Gartner report, “Debunking the Myths of Contact Center Outsourcing," challenges some of the key assumptions and conventional wisdom surrounding service provider decisions. The report calls out five outsourcing myths, most notably that contact center outsourcing tends to create substantial cost savings. On the contrary, Gartner believes that over the next three years, four of every five companies looking to cut costs through outsourcing will come up empty-handed. According to the report, the average cost per interaction charged to an outsourcing client is 30 percent higher than the average cost per interaction for internal contact centers ...read more.