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How does this actually work?What we know about running other people’s queues.
Guides to outsourcing operations — back office, customer support and compliance desks. Written from running them rather than from a category overview, which means they name the things that break as well as the things that work.
- Guide7 September 202611 min
Customer support outsourcing: what actually breaks quality
Everyone considering customer support outsourcing is really asking one question: will quality drop? It usually does, for a reason that has nothing to do with who is answering — and everything to do with what happens when they cannot.
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- Guide4 September 20269 min
Back office outsourcing: what moves, and what breaks
Most guides to back office outsourcing list benefits. This one lists the functions that move well, the ones that quietly break, and the two questions that separate a provider worth signing from one worth avoiding.
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Start
Reading is cheaper than a pilot, but slower.
The most useful first call is a description of what is going wrong. We will tell you which half of the business it belongs to, roughly what it costs, and whether it is worth doing.