‘Pete at night, Pradeep by day’: The offshore contact center phenomenon
AbstractThe number of financial services firms that are using contact center offshoring has been on the increase in recent years. While this is a welcome trend, there are a number of pitfalls that they face. This paper will address the risks, rewards, and best practices in offshore contact center sourcing, using lessons from both the offshoring pioneers and from the U.S. call center industry.
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Bibliographic InfoArticle provided by Capco Institute in its journal Journal of Financial Transformation.
Volume (Year): 8 (2003)
Issue (Month): ()
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Offshoring; financial services firms;
Find related papers by JEL classification:
- G20 - Financial Economics - - Financial Institutions and Services - - - General
- M10 - Business Administration and Business Economics; Marketing; Accounting - - Business Administration - - - General
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