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A time when outsourcing does not seem as a feasible solution is when the problem concerns technical support. Technical support is a major function of an organization and it holds a lot of importance. Technical support is one thing that must remain in control of the organization and not the outsourcing company. Technical support provides a major contribution to achieving competitive advantage.
“You have to look at the overall importance of offering quality technical support. When you’re talking about capacity and how much you can sell, you have to look not only at technical capacity, but also your customer service capacity. If you’re selling within your technical capacity but over your technical support capacity, you’re in for ruin. Outsourcing technical support is certainly an option, but it’s not something we would do.” (more…)
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