ABSTRACT
In 2003, the US insurance and financial services company, Alpha Corp, off-shored and outsourced several of its customer retention services. When the company found that some of its customers seemed likely to switch to rival competitors, it provided data on them to its outsourcing call-centre firm in India. The firm contacted the customers and, on Alpha Corp’s behalf, offered them waivers, upgrades and free financial products as incentives to remain with Alpha.
