As any user of outsourcing services knows...there is usually a culture gap between the management of the company seeking outsourcing services and the company providing it (BPO company). Depending upon the location of the outsourcing provider this gap can be huge (i.e. Pakistan, China, India, Bangladesh) or less of an issue. (Eastern Europe, South America, Philippines). Of course...proper management and experience will shrink that gap based upon the individual companies experience. At the end of the day it is the individual BPO company and the way it is structured which will make or break the client relationship. The article below talks about how one company made the cultural issue a key point in evaluating and choosing their new BPO provider.
The Cultural War...And How One Company Choose Their Outsourcing Partner