For some banks, the decision of whether to outsource key service operations or continue to provide them in-house is a difficult one. There are fears of losing control of quality or of being unable to afford the technology investments needed to meet evolving customer needs.

For other banks, outsourcing seems an obvious choice. Why burden the balance sheet with the cost of running a capital-intensive operation when you can leverage off the efforts of a third-party provider whose business it is to invest in technologies that enhance customer service?

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