Smart move by AT & T to revisit their outsourcing program and make a decision to implement back in house. Most companies look at the cost savings of outsourcing. What they don’t realize is that when you relinquish control of your customer, you lose. No one has your customer’s best interest at heart than you do.

Also, they are opportunities to up sell products at every customer contact, especially when you are speaking with your customer on the phone. Marketing Departments love to create and develop programs to increase revenue streams. That’s what they do. It is difficult to manage and control quality work standards when you have outsourced your work, it doesn’t work well.