I can’t tell you how many discussions I have been involved in that involved extensive financial considerations as to whether or not we moved forward on a particular capital expenditure, re-signed a lease, increased headcount in certain areas, or outsourced certain activities to a 3rd party provider to save costs.  The decision to outsource has not been a very common occurrence since the majority of the organizations I have worked with have typically run in a very lean capacity.  However, one of the companies had made the choice, prior to my arrival, to outsource all Call Center operations that fell outside of a standard 8a-5p timeframe.  We were fortunate enough to have a very talented individual, who was very passionate about her management of the Call Center, challenging us to bring all operations back to our corporate headquarters and expand to a 24-hour capacity. 
Ready my full commentary….Not all $$$$