This report was commissioned by Mr. Brown, operations manager of a large transport firm named Monin Transport. Its purpose is to analyze and advise on outsourcing process of the telephone based customer relations.

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1.Introduction

This report was commissioned by Mr. Brown, operations manager of a large transport firm named Monin Transport. Its purpose is to analyze and advise on outsourcing process of the telephone based customer relations.

The new manager director had put the task force together to look at cost cutting options, while the owners are looking to the MD for significant balance sheet improvements in the coming year. In order to meet those objectives, the most probable consider is to outsourcing the telephone based customer service, which provides a single point of contact for customers who may try to reach companies via e-mail, Web chat, fax, phone. Outsourcing to a third-party call center enables company to focus on core activities, gaining cost advantage over the competition. However contracting will bring transaction and monitoring costs and loss of control.

This report analyses these issues, emphasizes the situation which faced to Monin Transport, balances the advantages and disadvantages of outsourcing process.

2.Discussion

2.1 Objective

MT (Monin Transport) is a family owned firm that had been courted as a possible acquisition by both national and multi-national firms interested in its agricultural supply work. The company new managing