Companies seeking significant operational improvement through shared services often struggle with the question of whether to outsource domestic shared services processes or run them internally in a low-cost offshore captive location. Which approach will provide the best mix of quality, efficiency and lowest risk? While either path offers low-cost options and can deliver significant improvements in efficiencies, the optimal decision varies based on the specifics of the business environment. This ISG white paper, based on hundreds of client engagements, identifies five key criteria that should be applied when considering a captive vs. BPO outsourcing decision.
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