In the mid 90’s, the popular practice of outsourcing critical business processes to third parties in foreign countries met several hurdles. The potential success in this trend was limited by the gaps between expectations of companies and the competency of foreign technical personnel; by the cultural differences that impacted communications and by a high degree of turnover. 

These problems that were inherent in the original IT off-shoring business models also affected services such as help desks, customer call centers, causing project timelines to be extended, deadlines missed, a diminishment in the sense of urgency that businesses require and the lack of adherence to security policies and processes. The cumulative effect was lessening customer satisfaction and higher costs.