Unprecedented Risk and Exposure
When outsourcing the customer contact center, companies typically delegate workload that is simple and straightforward for a third party to perform, requiring little investment in infrastructure, quality or personnel development on the part of the outsourcer. They delegate back-office work if there is low impact to the brand when goals for speed, accuracy, etc., are not met by the outsourcer.
In both cases, companies gravitate to keeping work in-house when the external or “exo-risks” of outsourcing are perceived to be too high. Exo-risk arises from factors and events originating outside an organization that businesses feel are beyond their control.
Companies today are also at the mercy of new exo-factors, including those brought on by a much louder voice of the customer. Brands are more exposed now through social media, both for good and for bad. Problems with a brand and associated service are more easily laid bare through advancements in smart phone technology and social media applications with the power and reach to bring a brand to its knees via a single tweet or campaign gone viral.