Wednesday, February 12, 2014

CUSTOMER SERVICE – TO RECRUIT OR TO OUTSOURCE?

We are a customer oriented company and currently thinking of the need to have a Customer Service Desk in order to fully address the necessitates of the clients including the seems to be hard to resolve critical protest or complain. What is the best thing to do – to recruit or to outsource?

In deciding on whether to recruit or outsource personnel, following are essential to be considered:
Scope of Work and Volume of Work – Is it a very complicated task or merely just answering phone calls and queries? If it is just a small task with less danger if someone commits a mistake, then outsourcing is an option. But if entails full responsibility of the taking care of the general requirements of the clients, then recruiting a personnel would be better.


In other words, it depends on your objective and the set budget in deciding so.

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