An example of a company deciding to outsource is American Express.
Amex decided to outsource some of its customer service staff. The
direct benefit was a reduction in labor costs for the company. This
benefit also includes global staff that is available 24/7 and specialized
staff that can speak certain languages. The consumer benefited from
the greater availability of service.
https://www.americanexpress.com/en-us/business/trends-and-
insights/topics/outsourcing/
Solomon, M. (2017). American Express's customer service approach:
what customers care about today.
Forbes. https://www.forbes.com/sites/micahsolomon/2017/12/15/
american-expresss-customer-service-secrets-consulting-with-amex-
on-what-makes-a-difference/?sh=be18b5540ff3
