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

Suresh Gupta () and Vishnu Nidhin ()
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Suresh Gupta: Capco, Postal: New York, http://www.capco.com/
Vishnu Nidhin: HP, Postal: New York, http://h10134.www1.hp.com/

Journal of Financial Transformation, 2003, vol. 8, 43-50

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.

Keywords: Offshoring; financial services firms (search for similar items in EconPapers)
JEL-codes: G20 M10 (search for similar items in EconPapers)
Date: 2003
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Persistent link: https://EconPapers.repec.org/RePEc:ris:jofitr:1318

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