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- W836180832 abstract "The cost of maintaining a domestic help desk facility is quite expensive. Companies may also have to sacrifice the time of valuable software employees to help maintain these services. Qualified software employees represent a scarce resource and, as a result, many domestic help desk operations are understaffed and overworked. By taking advantage of today's improved communication systems and the economic advantages of foreign labor, it can be shown that outsourcing help desk services to English-speaking Caribbean countries can be a customer friendly, efficient, and economical solution. INTRODUCTION Outsourcing computer hardware and services is now a well-established corporate strategy. Over 25% of the Fortune 100 companies outsource some or all of their Information Systems functions (Schreider, 1993). A study by Frost & Sullivan, Inc. estimates that outsourcing rev enue was only $4.6 billion in 1989 but will increase to $38 billion by 1995 (Diamond, 1993). A survey by Deloitte & Toucbe found that 20% of chief information officers were outsourcing one or more of their IS functions and that 58% had considered such a move (Hayley & Plewa, 1993). Another article predicts a 25% annual growth rate in outsourcing revenues (Rothfeder, 1989). The usual approach to outsourcing involves competitive bids with the award resulting in company equipment and staff being absorbed by the winner. This paper discusses a different approach which may be applicable to companies with large help desk operations. By moving these operations to an English-speaking Caribbean site, such as Jamaica, a company will obtain a large savings, free up valuable employees for development work, and realize other -— unex pected — benefits. Many companies have to sacrifice a healthy chunk of their software people to the help desk operation. This group of people represents a scarce resource and as a result many help desk operations are understaffed. There have been many articles written about the sad state of affairs that persons calling the 800 lines are faced with (Amirrezvani, 1986; Flynn, 1986; Elmer-DeWitt, 1986). The lines are busy, persons are put on hold for several minutes, the operator does not understand the problem, etc. This situation is exacerbated by the low morale and high turnover among the staff in this environment." @default.
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- W836180832 title "Offshore outsourcing of help desk device to the Carribean" @default.
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