The worldwide market for customer service outsourcing is set to grow from $8.4 billion in 2004 to $12.2 billion in 2007, but the offshore component will remain small, according to Gartner Inc.
In addition, Gartner found that: *Through 2007, 80% of organizations that outsource customer service and support contact centers with the primary goal of reducing cost will fail.
*Up to 2008, 60% of organizations that outsource parts of the customer-facing process will encounter customer defections and hidden costs that outweigh any potential savings they derive from outsourcing.
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