Customer satisfaction key to outsourcing
News Article - Tuesday, May 6, 2008 11:08
Filed under: Hosting, Storage & Managed Services
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Customer satisfaction is the key to successful outsourcing, according to the research firm Gartner.
The company said that around 30 to 40 per cent of the cost can be saved through outsourcing, but customer satisfaction is key to the process.
Richard Matlus, research vice-president for Gartner, said: "Although offshoring an IT help desk may produce significant cost savings, IT management needs to determine whether that decision is right for the enterprise."
He added that as most IT organisations are end-facing dissatisfied customers will have a negative effect on the firm.
Using interviews as the basis of the research, Mr Matlus said that poor quality is usually the main leader to customer dissatisfaction.
Other causes of poor service include poor client knowledge, language dialects and cultural differences.
A recent survey by Garnet highlighted the high turnover of staff in offshoring, with the figure being 22.1 per cent, higher than the worldwide rate for IT.
It was recently reported that outsourcing makes businesses vulnerable to security attacks, according to a study.
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