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https://www.ecommercetimes.com/story/32248.html
In a move that could dampen the tech sector's unbridled enthusiasm for low-cost outsourcing, Dell said it would stop routing some customer-support requests to call centers in India after customers complained about the quality of service. One company executive said that customers had reacted unfavorably to the fact that Dell had changed how it handled those calls.
http://www.nbcnews.com/id/4853511/ns/business-forbes_com/t/dell-moves-outsourced-jobs-back-us-shores/
Apr 28, 2004 · Dell moves outsourced jobs back to U.S. shores ... Dell moved product support for business accounts from India back to the U.S. ... Dangerfield says that Dell added more people to its call centers ...Author: Elizabeth Corcoran
https://www.thebalance.com/how-does-call-center-outsourcing-affect-the-u-s-economy-3306191
Call center outsourcing is the business practice of contracting out call center services. Call centers handle all kinds of customer services problems, from your credit cards to appliance warranties. Companies outsource either in-house, through a separate division, or to an outside specialist.
https://www.forbes.com/sites/ciocentral/2013/01/16/why-some-u-s-companies-are-giving-up-on-outsourcing/
Jan 16, 2013 · Failure to Meet Expectations; This is the most frequently reported reason for outsourcing programs to be perceived as failures. Deals have fallen short of expectations from a financial and/or ...Author: CIO Network
https://www.ecommercetimes.com/story/35308.html
Two recent "failures" of offshoring projects have been publicized as if offshoring does not work. The most highlighted instance is Dell's return of some support activities to the U.S. The second is Conseco insurance company's 2001-2002 foray into owning its call center in India.
https://www.thebalance.com/lessons-from-indianas-failed-outsourcing-deal-2553038
Learn why the state of Indiana's $1.4 billion outsourcing contract with IBM failed and what lessons you can learn from that failure. The Balance 8 Outsourcing Lessons From Indiana's Largest Failed Outsourcing Deal
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