It should be communicated to customers that reducing costs means that we are able to offer more reasonable and flexible products and services that can provide support during more hours of the day and even benefit them on their mortgage rates. If the business is good, we are able to offer lower rates. This should be communicated. Also, we should communicate a Census of other companies that use outsourcing and what types of benefits it provides to their company. This would open the eyes of the customers to the point that they will realize that we are not the only company who chose this path. By flourishing them with knowledge and advantages, they will feel educated on the topic and respect that this was communicated. It may also help to alleviate some of their complaints regarding why outsourcing is done in our company. I would agree that a customer would be much happier having a lower interest rate then having an all American call center that is not available during the times that they need us to be.



We are hiring and retaining people of culture. We are outsourcing and utilizing other countries to help us grow strong. However, these things are simply not enough if we are to take a stand in our mission statement to embrace diversity. In order to fully embrace this wonderful topic, we should participate in different holidays and cultural activities that are important to the staff.