In the 1980s, why did outsourcing have a profound effect on the support industry?
A. It enabled companies to reduce the size of their workforce and to charge less for their services while still delivering the same quality of service.
B. It forced companies to recognize and determine the real costs associated with delivering the support services needed by their customers.
C. It forced employees to increase their level of expertise and knowledge to keep up with the level attained by outsourcers.
D. It enabled service desk to achieve world class and best-in-class status as customer satisfaction continually rose.
Answer: B
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