Offshore Outsourcing: Trends, Pitfalls, and Practices (Part I in a Series)

by Dr. Wendell Jones

Over the past 10 years, outsourcing has experienced consistent growth, with offshore outsourcing recently increasing at an accelerated pace. Today, developed countries are offshoring various back-office functions, including accounting, call centers, Web design, and so on. The fastest-growing business process outsourcing (BPO) segment is offshore IT-enabled contact center services: customer inquiries, telemarketing, order processing, cross-selling, benefits administration, claims processing, and help desk services. Yet there are several potential offshoring pitfalls to consider:

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Offshore Outsourcing: Trends, Pitfalls, and Practices (Part I in a Series) October 2003