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How can a D2C company effectively measure the ROI of outsourcing its customer support operations?
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Customer Service Outsourcing
How can a D2C company effectively measure the ROI of outsourcing its customer support operations?
Senior managers of D2C brands may start by comparing total support costs before and after outsourcing, including hiring, training, technology, and management overhead. Next, they can track operational metrics such as response times, first contact resolution, and cost per ticket, while also monitoring customer-focused outcomes like CSAT, retention, repeat purchases, and refund rates.