Journal of International Information Management


The cost of maintaining a domestic help desk facility is quite expensive. Companies may also have to sacrifice the time of valuable software employees to help maintain these services. Qualified software employees represent a scarce resource and, as a result, many domestic help desk operations are understaffed and overworked. By taking advantage of today's improved communication systems and the economic advantages of foreign labor, it can be shown that outsourcing help desk services to English-speaking Caribbean countries can be a customer friendly, efficient, and economical solution.