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“ Efficiency is doing things right; effectiveness is doing the right things. ” – Peter Drucker In the 1980s, SharedService Centers (SSCs) and third-party Independent Software Vendors (ISVs) significantly changed how American organizations managed essential functions by providing access to global talent.
One way companies streamline their operations and reduce costs is by outsourcing non-core tasks like customer service and technical support to offshore call centers through business process outsourcing and sharedservices. The service level agreement (SLA) is a contract between the provider and the client.
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