Perceived Impact of Outsourcing

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Destinee Wilson

Liberty University

Journal Article Review 2

The perceived impact of successful outsourcing customer service management

Dr. Quigg

BUSI-613

January 27, 2013

In the article, Kok Wei Kong delves into the affects outsourcing has on customer service management. Kong initially distinguishes the term outsourcing and the factors that affects it. Outsourcing otherwise known as subcontracting is the strategic use of resources outside the company to perform tasks that are usually handled internally by the company itself (Kong, 2005). Outsourcing has its positives and negatives like anything else in the world. A great key focus that outsourcing has is the upper hand when it comes to competing with rival companies. It gives that company the advantage to focus on the main issues and competencies and allowing the outsourcing partners to handle the less crucial details. There are many benefits of outsourcing but one of the main benefits involves customer service. Throughout the article Kong elucidates the efficaciousness of outsourcing and the success it has n customer service management.

Customer service management is a management philosophy according to which a company’s goals can be best achieved through identification and satisfaction of the customers' stated and unstated needs and wants (Business dictionary, 2012). Most commonly with customer service management it is the companies goal to identify, acquire and retain the best strategy for the customer to satisfy them . CSM also helps the company and management build relationships and increase productivity and quality of the company.

Outsourcing and its affect on the U.S. is enough to elicit strong emotions on either side of the issue. Proponents argue that relocating low-skill service jobs, like those in customer service or data entry, to foreign shores is necessary to ensure the productivity and competitiveness of the U.S. economy . Detractors say American companies...
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