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Commentary

What Outsourcing Backlash?

Sure, there are savings--but they often come with a cost of decreased service levels, increased communication problems, customer dissatisfaction, increased complexity, and other issues. Travel and infrastructure costs--including, say, a dedicated telecommunications link from the outsourcer to the client's main office--can easily add up to equal or even surpass any savings in the wage rate. There are often resentments over being expected to work late or come in early on a regular basis, to do thi

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