CRM Magazine - Paul Stockford - December 2004

Just so there's no misunderstanding, let me be clear that I am not in favor of sending American contact center jobs to offshore outsourcers. As a consumer I am more than frustrated dealing with agents who don't understand what I'm asking for, and whom I don't understand when they answer. Customer service for American customers is too important a task to be sent to India or elsewhere.

There are times, in fact, when U.S.--based organizations should consider local alternatives to outsourcing. For example, outsourcing contact center work to Native Americans living within the Navajo Nation makes perfect sense.