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May 8, 2006 :: Volume 2, Issue 4
Next Issue: May 2007

Outsourcing More Expensive than In-House

Posted by TimSlavin at March 7, 2005

"Outsourced customer service operations can cost almost a third more than those retained in-house, according to a new study by Gartner.

The research found that outsourced operations are 30 per cent more expensive than the top quartile of in-house customer service operations.

Alexa Bona, research director at Gartner, said firms often fail to take hidden costs such as in-house back-up support to the outsourced function into account."

From Silicon.com.
URLs:

http://management.silicon.com/itdirector/0,39024673,39128401,00.htm

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