CRM Buyer Talkback

Britain's biggest outsourcing group, EDS, warned today that many companies are badly served by moving their call centers to low-cost countries and would be better off shifting their back-office processing. Sam Kingston, commercial director of EDS's UK operations, said transferring call centers to India risked alienating customers. "The financial services industry has so far looked at offshoring on a straight wage/price arbitrage basis," he said.

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