Good thing is, there are some virtual call centres or outsourced companies who are very strict in terms of rules and regulation for business transactions, and maintain professionalism through proper rules and regulations with their employees.

Today, most outsourcing companies make sure that their employees go for training so they can give good services. These companies always find ways to improve their services and their training program for their people. Aside from offering training programs, they also grant benefits and good incentives. With that, employees will be inspired to work harder. That's why many businesses trust outsourced call center services because they make sure that their CSRs give good service.

I think the one you have encountered doesn't even do outsourcing product development that it lacks good strategy to politely and creatively hit on the clients. I would encourage that that business do and find good outsourcing company. Don't you know that outsource companies nowadays even give market and product research and development. If one needs further reading on that, just check with the links I've provided.

I have a few people that work for me, that are very affordable and do EXCELLENT work. I also have folks who charge more, and do excellent work as well. I think it boils down to knowing what you want and need from your team, and then going about making sure that's indeed what you get. So business owners simply don't care about those details or are too busy to care the way they probably should.

Warm regards,
C

This is the first time I'm coming across your blog, and I really liked this post. I think when it comes to outsourcing, you need to take into account a couple things:

1. Do you have the time to do the work yourself (i.e. if you weren't doing this work, would you be busy with billable work or would you be sitting around relaxing)?
2. Is the work you're considering outsourcing core to your business?

If the work is core, then you should not outsource it, because you're staking your reputation on it. In the example in the video, where you discuss the bookkeeping, that's not core to your business, so it should be eligible to be outsourced. But if your company does web development, then you wouldn't want to outsource the design, since that could impact your reputation.

In the case of marketing for a non-marketing business, then chances are good that you could be doing something more valuable with your time than sending e-mails. However, since potential clients will be seeing those e-mails, you need to be really sure that a certain level of quality is maintained.

Should you outsource this? Perhaps, but not if that means risking your reputation by doing so.