Outsourcing Limits Support Options

I recall my days at Bechtel before I discovered that I was just an IT person and a third rate citizen on that account as well as "just another gd contractor" to those customers we served AND how everyone from whom I required information or service need "hours" from some account prior to any handling of business.

I can't help but think that the continuing Delta glitch of yesterday MUST HAVE BEEN impeded by outsourcing and such antics in the throes of "support" people reading scripted responses from screens presenting database pages rather than real time skill sets at your disposal and support people who were actually concerned regarding the problem.

In reality, outsourcing was a bad idea to begin with. It is a bad idea now. It will remain a bad idea in the future as well for reasons which have become obvious in my experience working with outsourced resources:
 

Outsourced support people could really not care less regarding the efficiency or operation of the enterprise.

Outsourced support people expect to answer only to one individual in the enterprise, that person who pays them. All others are secondary or non issues.

Regardless of what you might hear, you pay way more for outsourced support and services than you do for those available in your own organization.

I am aghast at the expense of outsourcing when I consider the shoddy service received for exhorbinant payments being paid.

Nothing projects incompetence of any organization more than having to rely on outsiders to take care of business in any shoddy fashion they choose.

Outsourcing is a mistake. Call centers should be outlawed. Take care of yourself first. Learn your business and support it yourself.