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Study: Offshore outsourcing dings customer satisfaction; Taking back office offshore ok

zdnet.com » 2008 » July » 8th » Study: Offshore outsourcing dings customer satisfaction; Taking back office offshore ok

Tagged: software, marketing, outsourcing, finance, customer service, offshore, enterprise software, customer satisfaction, offshore outsourcing, offshoring, larry dignan, business operations, product marketing, operational accounting, it operations, customer relationship management crm, back office, outsourcing and subcontracting

A trio of professors working with the national Quality Research Center at the University of Michigan finds that offshore outsourcing hurts customer service ratings, but farming out back office operations has a limited impact. The working paper, conducted by the University of Michigan as well as Nasscom … Continue Reading »

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