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Essay's paper info
Topic: History
Number of pages / Number of words: 42 / 11700
Essay's paper body

During the same time period, Lehman Brothers, a leading

financial services company, had to shift some call center operations from India back to the U.S.

after its customers complained about the quality of service (Financial Times, December 17, 2003).

One important reason not all companies benefit from outsourcing is the lack of understanding of

the economics of outsourcing, and how to coordinate the outsourcer to better serve the company that

initiates the outsourcing (we call this the user company, or user)...


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Indeed, it has been noted that,

"Expectations in cost reduction are not always met because outsourcing contracts can be developed

with a poor understanding of current costs . . . a?? (United States Government Accountability Office,

2004)

This lack of understanding of the call center outsourcing contracts may be attributed to the

fact that there has been little academic research on the call center outsourcing supply chain and its

coordination...


Essay fragment

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