Deciding whether or not to outsource customer support is a difficult
decision, but it depends in part on what your outsourcing options are.
ISPs should consider what incentives the pricing strucuture
provides. For example, some outsourcers charge per-minute, and therefore have
an incentive to make calls last longer. Others charge per-incident, and have
an incentive to answer questions as briefly as possible.
The customer base of the outsourcer must be considered, and
ISPs are also right to look at the company's finances (some will also want
financial information from the ISP, their prospective customer).
Outsourcing involves tying two companies together. The process
can be frustrating and difficult. It requires constant and careful communication.
Outsourcing is meant to allow companies to cut costs and provide
better service. Better service and lower costs mean a better, more profitable
business, which is the ultimate goal of every service discussed in this section,