Telewhiz, Inc., just contracted with a firm in the Philippines to provide customer service for its smartphone customers. Although there were cheaper labor markets that Telewhiz could have tapped, customers have reported that they understand English-speaking Filipino people better than English-speaking people in other countries. As an outsourcing option, it is a good compromise.

Question

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Firms should consider how offshore outsourcing benefits the customer. If customers can receive the same or comparable service that they would receive from a domestic call center, the move offshore is probably a good decision.