Does outsourcing really help a company?

A Bloomberg report noted how Atlanta-based Delta Airlines created 1,000 call-center jobs in India in 2003. The Indian operations saved Delta $25m in 2003, enabling the U.S. air carrier to add 1,200 positions for reservations and sales agents at home. But no Delta employees lost their job as a result of¬†outsourcing. In August 2003, McKinsey […]