The hidden costs of outsourcing

04/28/2009 |

Landing a well-meaning but extremely heavily accented customer service agent on the phone can be more than an annoyance to a customer; it can be cause for that customer to find a new company to do business with. Offshore outsourcing flourished over the past 10 years or so on the premise that it saves companies money, but the "hidden costs" -- including disgruntled customers, lost efficiencies and possibly even lost intellectual property -- are becoming more apparent to some companies.

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