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A multi-perspective approach to the BPO decision, encompassing the transaction, the organisation and its context, is proposed and a set of supplier capabilities to deliver upon it is outlined. A case study of outsourced call centres in Australia, based upon interviews with three suppliers and three clients, suggests such a multi-perspective approach is useful but that the interaction between the factors shaping the BPO decision is more complex than envisaged. The case also suggests that a common set of capabilities is sought from suppliers \u2013 though it is narrower than first proposed.<\/jats:p>","DOI":"10.1057\/palgrave.jit.2000057","type":"journal-article","created":{"date-parts":[[2006,1,27]],"date-time":"2006-01-27T06:38:25Z","timestamp":1138343905000},"page":"99-115","source":"Crossref","is-referenced-by-count":33,"title":["Applying Multiple Perspectives to the BPO decision: A Case Study of Call Centres in Australia"],"prefix":"10.1177","volume":"21","author":[{"given":"Mark","family":"Borman","sequence":"first","affiliation":[{"name":"School of Business, University of Sydney, Sydney, Australia"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"179","published-online":{"date-parts":[[2006,6,1]]},"reference":[{"key":"bibr1-palgrave.jit.2000057","unstructured":"AlborzS., SeddonP.B., and ScheepersR. (2004). 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