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 lead to lower labor costs (option C), more specific and detailed responses to customer questions (option A), and replacement of automated systems with human contact (option D). However, outsourcing typically results in giving up some degree of control over the customer interface process, which may be a disadvantage for some firms (option B).

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