Customer Service Sourcing Briefing

John, Julie, and Adam are listening to a recorded board briefing by Julie regarding the customer service make-or-buy decision.

Customer Service Sourcing Briefing

True or false?

Julie recommends keeping the customer service team in-house.

• True
• False

High switching costs are identified as a major complication.

• True
• False

The third-party supplier is located in London.

• True
• False

The internal team's emotional desire to stay in-house was initially a strong argument for Julie.

• True
• False

Julie believes customer support is the core of their business.

• True
• False

Listen again and complete the sentences

• Julie: However, what complicates matters significantly are the high ____ we'd face should we ever want to migrate our legacy ticketing data back out of a vendor's proprietary ecosystem.
• Julie: Furthermore, we must evaluate whether customer support is truly part of our core versus non-core business activities, or if it has simply become a ____ that distracts our managers.
• Julie: What worries me is whether our ____ on this single external vendor would outweigh the short-term financial savings promised by their offshore management team.
• Julie: That said, sentimentality can't dictate our long-term strategic plan if we want to build a sustainable ____ against emerging fintech rivals in London.
• Julie: Therefore, despite the emotional attachment to our current staff, my final recommendation is to ____ the tier-one support and sign a three-year contract with the Manchester supplier.

Sources: photo by Werner Pfennig on Pexels