A Large Computer Manufacturer Is Outsourcing the Customer Service Department

question 149

Essay

A large computer manufacturer is outsourcing the customer service department of their firm to India.The firm in India has promised to deliver the customer service functions less costly and more effective than the large computer firm can deliver the same services themselves.Why will the large computer firm need a service-level agreement before they proceed with this venture?

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Definitions:

Liaison Roles

Positions or duties in which an individual acts as a link to facilitate communication and coordination between different parts of an organization or between organizations.

Integrators

Organizational members permanently assigned to facilitate coordination between departments.

Informal Communication

Refers to the casual and unstructured exchange of information between individuals or groups without following the formal channels of communication.

Technical Interface

The point of interaction or communication between a user and a system, focusing on hardware, software, and protocols.