1. WHITE CONSULTING GROUP STAGE 4 RECOMMENDATIONS

2. STAGE 4 RECOMMENDATIONS Portal should offshore its customer service function due to:  cost savings  reduction in wating time Only the call center portion of the customer service function should be off shored

3. STAGE 4 RECOMMENDATIONS Portal should train Extend personnel about customer service, principles, culture, customers, competitors and market

4. Web design should be reenginered to respond to customer service needs over the web and to support e-commerce in order to reduce: costs waiting time To Achieve ; flexible time customer satisfaction STAGE 4 RECOMMENDATIONS

5. rest of the workers should be convinced about the necessity of this offshore decision. Only call center personnel will be fired so this probably will not affect the whole so much The local government and shareholders will also benefit from the increasing profit margins Customers will become satisfied through improved customer service STAGE 4 RECOMMENDATIONS