A call center supplier located in India was surprised when a buying organization handed it a contract to review to enter into a contract. The supplier spent a few days trying to understand all the terms and conditions associated with the lengthy contract. One thing the supplier noticed was that "the call center operator with the longest idle time will receive the next call." The buyer had technology that was linked in to numerous supplier locations all around the world.

The buyer's strategy was to provide outstanding customer service, 24 hours per day, 7 days a week. The new supplier in India decided that it would try to help the buyer meet its goals by increasing its base of agents. The cost of labor was low, and the price for technical support was high. The supplier continued to hire numerous agents until the majority of the calls were routed to its facility. This introduced much risk into the supply chain, and the level of service decreased as the pool of educated and trained personnel started to diminish in the local marketplace. identify factors that influence insource or outsource decision making. Given the information, what you would decide as the supply chain manager?Explain your reasoning with support.