Most call centre outsourcing deals fail to achieve target, says Gartner

Most call centre outsourcing deals fail to achieve target, says Gartner:

"Many customer service call centres that have been outsourced to third-party suppliers are under-performing, according to a report by analyst firm Gartner.

Of the organisations that outsource their customer service and call centres - including the IT systems - 80% will fail to achieve their targets for costs savings, according to a Gartner report.

In addition, 60% of organisations that outsource parts of their customer-facing processes over the next three years will see customers switch to rivals and find hidden costs that outweigh any potential savings they derive from outsourcing."