Model for services outsourcing relationships maintenance: Case study in call center in Lithuania

Outsourcing of services become a necessity in different businesses in Lithuania. A rapid growth of call center's services demand was observed during last year's in Lithuania. Therefore organizations, seeking to develop their substantial expertise and successfully compete in the market, increasingly prefer outsourcing. One of the key aspects of successful outsourcing is the maintenance of relationship between the services providers' and clients'. This study tries to disclose factors, influencing the maintenance of long-term relationships between the clients' of outsourcing services and services providers. A conceptual research model is developed. The paper presents a case study research using semi-structured interviews in a Lithuanian call center company. Research is beneficial in sharing experience of small country's call center outsourcing services practice in relationship maintenance.