Learning & Outsourcing
Not surprisingly, this trend is shifting the boundaries of organizations. Though experience and productivity improvement may be seen as key benefits of this trend, little is known about how this shift toward outsourcing influences learning. When producing a unit of output, the content of the knowledge can vary dramatically from one unit to the next.
Customer experience created varies depending on a.) the customer to whom it is delivered, b.) the situation called in and c.) the adaptation of the customer service personnel. The performance benefits of such customer experience remain largely unexamined. Why might customer experience be an important determinant of learning in service contexts? Due to the interdependent nature of services, the customer and outsourcing services provider must interact to “co-produce” service output.
By repeatedly interacting with a customer, a customer service support may learn her standard operating procedures, improve her communication and mutual adaptation with the customer, and learn or transfer new knowledge from the customer. In addition to examining customer learning at the individual level, it is necessary to remember that learning can occur at the level of either the individual or organization.
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