Beleaguered companies are seeking new targets to reduce costs, everything from legal and HR services to business processes and R&D are headed the way of the contact center—overseas. "Many C-level executives are in deal fever mode," says Dane Anderson, vice president of IT Services and Sourcing Technology & Service Provider Research at Gartner. "They feel they have to do something so it's Ready-Fire-Aim all the way."
Aiming after the shot usually means missing the target altogether. But failing to define the target has equally disastrous effects.
