Outsourcing your contact centre CAN improve customer experience – a perspective from the inside

Last week I wrote a blog post about O2's decision to outsource its contact centres to Capita - https://ijgolding.com/2013/06/06/i-have-an-idea-lets-outsource-customer-services-could-the-quest-for-cost-savings-damage-the-customer-experience/ . The response to the article has been huge - and may I say almost entirely positive (at least the people who have commented or spoken to me about it have been positive!). As I expected, [...]

By |2015-04-13T13:30:38+01:00June 11th, 2013|Customer Journeys, CX Strategy|3 Comments

‘I have an idea – lets outsource customer services’ – Could the quest for cost savings damage the customer experience?

Disclaimer!! Let me start this blog post by acknowledging that the subject is going to be controversial. There will be readers on both sides of the debate - that is healthy, and I hope you will get involved. In May, O2 announced their intention to outsource their contact centre operation to Capita. The main reason [...]

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