Call Center Management Forum | Leadership and Management in General
In- or Outsourcing??
I have been in some very interesting meetings the last couple of days, primarily around a outsourcing opportunity that have been suggested to us.
The operation we’re talking about is only about 40 people out of about 900, it have been suggested to move all the Spanish support we currently do to South American as this could have some financial benefit and due to the current economic situation the senior management is looking at all options.
However as I see it, we gain a lot of efficiency’s and knowledge benefit by running out operation in one place, if we outsource it to a company in SA, they need to have a structure in place etc to handle a relative small percentage of our people and with the low number of 40 I don’t see how it can be worth it. Furthermore our customers gain more and more online support which we expect will take away 7-10 heads in the Spanish group this year alone which would reduce the benefit even further.
What do you guys think? And is there even more arguments I can use to support or an I not looking to the big picture?
/Juug
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Posted 1 year ago by Member
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