Off-Shoring Customer Service Results from Inside-Out Process Design


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IMHO, designing the customer tech-support process from the Outside-In would prevent companies from even considering offshore contact centers. O-I process designers would reject out of hand damage to customer relationships off-shoring inflicts. O-I design would also force companies to more creatively construct “win-win” customer support options, rather than knee-jerk defaulting to “offshore” to save money.

I can’t think of another example that so underscores the difference between Outside-In and inside-out approaches. Inside-outers consider operating expense the equivalent of “cost.” Outside-Inners offset operating expense with the cost of damaging customer relationships, which they consider first and foremost.


  1. Outsourcing can cut costs – but it makes no difference if you don’t have your customers / clients bests interests in mind. Outsourcing customer support to India might save you money but it can infuriate the people that are buying your products. Do it right and it can be very beneficial!


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