Successful outsourcing can achieve cost savings of 25-30 per cent

Eight in ten organisations that outsource their customer service and call centres will fail to achieve targets for cost savings, according to analyst company Gartner. As Computer Weekly http://www.computerweekly.com reports, 60 per cent of organisations that outsource parts of the customer-facing process over the next three years will see customers switch to rivals and find hidden costs that outweigh any potential savings they derive from outsourcing.