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‘Pete at night, Pradeep by day’: The offshore contact center phenomenon

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Abstract

The 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.

Suggested Citation

  • Gupta, Suresh & Nidhin, Vishnu, 2003. "‘Pete at night, Pradeep by day’: The offshore contact center phenomenon," Journal of Financial Transformation, Capco Institute, vol. 8, pages 43-50.
  • Handle: RePEc:ris:jofitr:1318
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    More about this item

    Keywords

    Offshoring; financial services firms;

    JEL classification:

    • G20 - Financial Economics - - Financial Institutions and Services - - - General
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General

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