Xsis Inc. is an information technology (IT) and services company. It used to outsource its technical support calls to a company located in aSoutheast Asian country. Xsis Inc. started receiving a lot of complaints from customers on language difficulties and delays in reaching senior technicians when speaking to support personnel. The reduction in the volume of callsfor its services led Xsis Inc. to terminate its outsourcing contract. Identify the appropriate issue related to outsourcing that led Xsis Inc. to terminate its contract with the company in Southeast Asia.
a. Employee morale
b. Technical and legal issues
c. Negative impact on customer relationships and satisfaction
d. Data security and integrity issues
c. Negative impact on customer relationships and satisfaction
Outsourcing can greatly reduce the amount of direct communication between a company and its customers. This prevents a company from building solid relationships with its customers, and often leads to dissatisfaction on one or both sides
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