Outsource or Do-It-Yourself? In this TMC article the quote I like is:
"Most companies I talk to understand outsourcing customer service is likely a better solution for them. Yet they continue to pay unnecessary overhead costs, take whoever they can get for employees, and pay for less effective training because: (a) They are afraid of losing control, and (b) They don’t know how to do it any other way.
In my experience, that is what I hear. Sure, you don't say Control, you say, "Cause no one can do it as good as me." Or something similar. Hogwash.
A number of companies that outsourced at first; built up a base; and then brought it inside.
Others feel that you can't do everything well and would rather have a partner provide service to their customer base to create stickiness as well as a new revenue stream.