March 6, 2009 (HOSTSEARCH.COM) Leading web hosting organization UK2 Group
have just announced plans to move all support functions in-house, thereby bucking the popular trend of out-sourcing. As part of UK2 Groups strategy to leverage the best from their thirteen brands, they have been able to build a world class, in-house support function which can now be rolled out across the UK2 Group.
Outsourcing support to less expensive countries has become very popular in many industries, not just hosting, as the promises of high quality service levels at low prices is extremely attractive. In addition, along with cost reductions other benefits of out-sourcing can include greater flexibility and economies of scale. However, there are serious risks namely in the reduction of quality of service, loss of control of a key part of the business and decline in knowledge levels within the business. Also the expected cost reductions may not actually materialize, especially if poor service levels result in increased and repeat customer enquiries and customer losses.
Faced with this information and the positive experiences with in-house support that several UK2 Group brands have already enjoyed, the decision was made to move all UK2 Group support functions in-house. This includes a 40 strong out-sourced team based in India.
This is a big decision for us to make given the considerable economic uncertainty at the moment, but here at UK2 Group we are committed to putting our customers first states Ditlev Bredahl, CEO of UK2 Group. We have thirteen brands within the group, several have in-house support already and the others have various out-sourced support options so we have a lot of knowledge and experience. We believe that it is in the best interests of our customers to pool our support resources and provide a consolidated support function based in our Utah and Chicago offices in the US and London office in the UK."
This move will also create more jobs within the UK2 Group, particularly in Utah. Around 20 posts have already been established and as more technical support and other support functions are moved, that number is expected to increase.
UK2.net the founder brand of the UK2 Group has always enjoyed the benefit of in-house support, since the launch of its London based call centre in Spring 2007. The benefit of consolidating support for all UK2 Group brands also means that in-house online support will be available for all customers 24 / 7 due to the convenient crossing of time zones and working hours.
UK2 Group provides domain name registration and web hosting services to many global customers through its family of hosting brands - UK2.net, midPhase, WestHost, 10TB.com, AN Hosting, Autica, Resell.biz, US2.net, WingSix, Supreme Support, Dotable, VI.net and the most recent addition VPS.NET. The group operates its services out of several state of the art, multi million pound data centres in the UK and US, and are committed to providing reliable, secure and great value products and services underpinned with excellent support.