Resilience and Outsourcing Call Centers Offshore: A Case Study

This Chapter seeks to demonstrate that holistic thinking is required when outsourcing in business. Failure to think of the whole picture may lead to Information Infrastructure, in particular, being corrupted. It emphasizes the primacy of Information Infrastructures over other Infrastructures in the private sector. Call centers are Information-Infrastructure-dependent businesses that have been increasingly outsourced over recent years. This Chapter will be an example of how to encourage a strategic approach to Information Infrastructure, as opposed to a tactical approach to a business issue. This should help the distinction between resilience, recovery, and continuity.