Reverting Back?

I've just read an article claiming that outsourcing may have lowered the infrastructure and operations costs of call centers. It was also very costly because it resulted to lower customer satisfaction and eventual loss of clients for a lot of companies. 

While to some extent, the statement is true. I would say that this is only because of the rapid expansion of call center outsourcing. Companies were in too much of a hurry to outsource that they failed to take the needed safety measures. Prior to the rapid expansion, client feedback were all excellent. 

Reverting back to the old model is not the proper way to go. It will only result to higher costs and less competitiveness of companies.

Mark my words.