In the last year particularly we have heard of contact centres being moved back from India, the Philippines, Southern China, etc to their previous much higher cost economies, because of concerns about cost and, more importantly, quality.
This article explores some of the considerations when outsourcing, over and above financial implications.
Please download the English or Chinese version of this article from the link below to view the article in its entirety.
Brand degradation - The hidden cost (English version)