Study: Offshore outsourcing dings customer satisfaction; Taking back office offshore ok
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, India's association of software and services companies, was penned by Jonathan Whitaker from the University of Richmond, M.