There’s no beating around the bush. “Out-source” is a dirty word that induces fear in the hearts and minds of customer service pros. In fact, more CSRs are concerned about out-sourcing impacting call center and customer support jobs than a robot automating their work.
But is there reason for this fear? According to a recent survey conducted by Nexxt of 2,500 customer service professionals, customer service work is still primarily being managed in-house at companies. When respondents considered the industry as a whole, 81 percent said they don’t see any areas of customer service being out-sourced to companies outside