Critical success factors in the offshore business process outsourcing of debt collection to india

Wreford, John; Pervan,  Graham; Penter, K.

Access Status

Fulltext not available

Authors

Wreford, John

Pervan, Graham

Penter, K.

Date

2008

Type

Conference Paper

Metadata

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Citation

Wreford, John and Pervan, Graham and Penter, Kevan. 2008. Critical success factors in the offshore business process outsourcing of debt collection to india, in Shailendra Palvia and Kanika Gupta (ed), 7th annual international smart-sourcing conference, Aug 8 2008. Hyderabad, India: Centre for Global Outsourcing

Source Title

Proceedings of 7th annual international smart-sourcing conference

Source Conference

7th annual international smart-sourcing conference

Faculty

Curtin Business School

School of Information Systems

Remarks

The link to the Seventh Annual International Smartsourcing Conference is available here : http://www.outsourceglobal.org/conference.htm

URI

http://hdl.handle.net/20.500.11937/28510

Collection

Curtin Research Publications

Abstract

Debt collection has been an early mover in extending the traditional business process outsourcing model by using both near shore and far shore locations to source business process outsourcing services. Typically the destination of choice is a low-wage country with a plentiful supply of skilled labour. Pre-eminent in this far shore debt collection market for English-speaking countries is India. This paper describes a case study which investigates the applicability of theory from Information Systems outsourcing research in identifying the Critical Success Factors applicable to offshore business process outsourcing of debt collection to India.