As you may have seen in our recent Procurement Outsourcing
supplement, the market in outsourcing traditional, low value aspects of procurement overseas is beginning to take off - and it looks like outsourcing the more time-consuming, transactional work is also taking off in other professions, such as legal services
But at the weekend it was reported
that Orange is bringing all its Indian call centres back to the UK in order to improve services for its customers.
It seems trying to find the balance between saving time and money, and keeping customers happy is as difficult as ever. Is there a contradiction between these ideas? And how can procurement help manage it?