The benefit most often cited about outsourcing call center services is that it enables companies to better focus on their core competencies. However, FFP Global believes this is a very incomplete, if not flawed assessment as it suggests that customer interactions do not have strategic implications. Today, a customer interaction in all its forms, whether an inbound phone call, web chat or email exchange, can have a profound multiplier effect and bottom line impact when these experiences good or bad instantly traverse online media and social networking spaces and pick up a life of their own.
