Which of the following is not an advantage resulting from a firm outsourcing its customer service process?
A) Specific detailed questions can be answered by the customer service representative.
B) The firm gains more control over the customer interface process.
C) Customer service labor costs are low.
D) Automated systems are replaced by human contact.

Question

Quizplus · Accepted Answer

Outsourcing customer service may result in lower labor costs and more specific answers to detailed questions, as well as potentially replacing automated systems with human contact. However, outsourcing typically involves giving up some control over the customer interface process, as the outsourced firm may have different policies or communication styles. Therefore, option B is not an advantage resulting from outsourcing customer service.

Which of the Following Is Not an Advantage Resulting from a Firm